Senior Technologist (Support Operations Services)

Universiti Teknologi PETRONAS; Perak; On-site; MYR 72,000 - 100,000; Full time

Job summary

Universiti Teknologi PETRONAS is seeking an experienced IT professional to supervise and deliver customer service and IT facilities support across the university. You will manage end-user support, digital facilities, and teaching software, ensuring timely delivery and service quality.

You will lead incident and problem management, coordinate digital projects, and drive technology adoption with cross-functional teams, while upholding standards and governance.

Qualifications

• Recognised Diploma in Information Technology, Computer Science or related disciplines with more than 7 years of relevant experience in IT support operations, end-user support, digital facilities support, or related fields OR Sijil Pelajaran Malaysia (SPM) with more than 15 years of relevant experience in IT support operations, end-user support, digital facilities support, or related fields.
• Good written and verbal communication skills.
• Good interpersonal skills with the ability to work collaboratively in a team environment.
• Strong analytical and problem-solving skills.
• Customer service-oriented with the ability to manage user requests and technical issues professionally.
• Ability to prioritise and manage assigned tasks within agreed timelines and service levels.

Responsibilities

• Supervise and perform the delivery of Customer Service, and implementation of IT facilities and business application tools within the required timeline to meet the business requirements in support of the day-to-day operation of the organisation.
• Perform incident and problem management, ensuring efficient and timely resolution.
• Provide excellent customer service by addressing user queries and issues promptly and professionally.
• Deliver technical support for hardware, software, and IT infrastructure, troubleshooting and resolving IT-related issues efficiently.
• Execute best-fit solutions to ensure service restoration and keep users well-informed on the progress or status of incidents.
• Supervise and perform the management of IT facilities support and maintenance.
• Administer the Unified Customer System (UCS) and business IT facilities.
• Manage software for teaching and learning, application tools, security measures, and digital services.
• Supervise printing services, research requirements on digital services, vendor engagements, content development, and asset inventory.
• Conduct audits and lead the management of asset disposal.
• Execute the technical delivery of related digital projects (i) monitoring and tracking progress, (ii) providing first level of support, (iii) analysing gaps and (iv) recommending best solutions to improve quality, cost and on-time project delivery to ensure the projects meets the stipulated objectives and targets in a timely manner and adds value to the operations of the university.
• Implement and adhere to quality assurance processes.
• Ensure compliance with relevant policies, procedures, and standards.
• Support the use of digital technologies across the organization, which involves collaborating with cross-functional teams, providing training and support, and communicating the benefits of technology adoption.
• Support the digital change management strategy aligned with organisational goals.

Skills

Communication skills

Interpersonal skills

Analytical thinking

Problem solving

Customer service oriented

Task prioritization

Education

Diploma in Information Technology / Computer Science

SPM with 15+ years IT support experience

Job description

Job Purpose:

Supervise and perform the delivery of Customer Service, and implementation of IT facilities and business application tools within the required timeline to meet the business requirements in support of the day-to-day operation of the organisation.

Key Accountabilities:

Incident & Problem Management

• Perform incident and problem management, ensuring efficient and timely resolution.
• Provide excellent customer service by addressing user queries and issues promptly and professionally.
• Deliver technical support for hardware, software, and IT infrastructure, troubleshooting and resolving IT-related issues efficiently.
• Execute best-fit solutions to ensure service restoration and keep users well-informed on the progress or status of incidents.

Technical Support & Maintenance

• Supervise and perform the management of IT facilities support and maintenance.
• Administer the Unified Customer System (UCS) and business IT facilities.
• Manage software for teaching and learning, application tools, security measures, and digital services.
• Supervise printing services, research requirements on digital services, vendor engagements, content development, and asset inventory.
• Conduct audits and lead the management of asset disposal.

Digital Project Delivery

Execute the technical delivery of related digital projects (i) monitoring and tracking progress, (ii) providing first level of support, (iii) analysing gaps and (iv) recommending best solutions to improve quality, cost and on-time project delivery to ensure the projects meets the stipulated objectives and targets in a timely manner and adds value to the operations of the university.

Quality Assurance and Standard

• Implement and adhere to quality assurance processes.
• Ensure compliance with relevant policies, procedures, and standards.

Technology Adoption and Change Management

• Support the use of digital technologies across the organization, which involves collaborating with cross-functional teams, providing training and support, and communicating the benefits of technology adoption.
• Support the digital change management strategy aligned with organisational goals.

Qualification & Experience:

• Recognised Diploma in Information Technology, Computer Science or related disciplines with more than 7 years of relevant experience in IT support operations, end-user support, digital facilities support, or related fields OR Sijil Pelajaran Malaysia (SPM) with more than 15 years of relevant experience in IT support operations, end-user support, digital facilities support, or related fields.
• Good written and verbal communication skills with the ability to communicate effectively with users, colleagues, and service providers.
• Good interpersonal skills with the ability to work collaboratively in a team environment.
• Strong analytical and problem-solving skills.
• Customer service-oriented with the ability to manage user requests and technical issues professionally.
• Ability to prioritise and manage assigned tasks within agreed timelines and service levels