End User Technology Specialist

RMIT University Commitment RMIT is committed to the rights of students and staff to be safe, respected, valued, and treated as an equal in their place of study and work. All staff are expected to share this commitment and contribute to a safer community. While carrying out their role, staff are in a position of trust with students. Staff have a duty of care to report wellbeing concerns about students through the designated channels and uphold to the code of conduct. RMIT Vietnam expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working. Why RMIT University Vietnam? RMIT Vietnam is committed to excellence, innovation, and social responsibility. We welcome applications from qualified and passionate individuals who share our values and vision. RMIT University has a global reputation and ranks 123rd globally and 11th in Australia in QS World University Rankings 2024. To learn more about our rankings, please check out our latest facts and figures here Reputation and rankings - RMIT University Rewards and Benefits: - Competitive salary package and allowances starting from 33.014.000 VND/per month. - Generous annual leave, career leave and public holidays (Christmas and Tet Holidays) - Private health insurance and wellness programs - Professional development and career advancement - Access to state-of-the-art facilities and resources - A vibrant and diverse campus life and more! RMIT Vietnam has been honoured with the respectable HR Asia Award as Top Employer to Work For in Asia. To find out more about RMIT Vietnam and our current vacancies, please visit our website: https://www.rmit.edu.vn/careers Position Summary This position is accountable for leading the technology team that supports the enterprise technology for end users ( staff & students). The scope includes managing end user related technology: education hardware & software, Printing service, end user’s devices management & software package deployment. This role will also be responsible for driving continuous improvement through automation, defining and operating end user technology. Reporting Line Reports to: IT Customer Services Manager Key Accountabilities - Oversee the day-to-day operations of the end user technology platforms & services which includes delivering and meeting established and agreed service levels. This role will also act as technical escalation for the IT Customer Services team. - Collaborate with level 3 team in managing multiple end user platforms including Windows, Linux, SCCM, Jamf, Intunes, Active Directory, VDI, printing services, software licencing services. - Develops and maintains accurate documentation for system manuals, procedures, and policies, for services on these platforms that the team is accountable for. - Monitors and provides system performance statistics and utilization and reports on regular basic and as required. Proactively pinpoints any potential problem on the application and services running on these platforms; finds the root cause and applies solution to rectify such problem. - Participates in projects identified by the IT Customer Services Manager to support the information technology objectives of RMIT Vietnam. Researches, develops and implements new systems and technologies that fit to and/or benefit RMIT Vietnam business. - Prepares training material and delivers support training to IT Customer Services team for systems managed by the group when required. - Managing various applications based on various scripting and programming language such as vbscript, powershell… Using scripting languages for system operation automations tasks. - Partner with information security team to define and enforce end user platform sercurity & compliance through tools and process. - Role model University values, and the attributes of an IT team member.

Key Selection Criteria - Bachelor’s degree or equivalent experience. - Minimum of 5 years of hands-on technical experience supporting end user’s technology and system administration. - At least two years of supervisory experience, with ability to motivate and mentor team members. - Hands-on experience with Active Directory, Group policy, Windows 10+, Microsoft Office 365 suite, Azure AD, SCCM packing & deploy, Intune, PowerShell and Apple deployment tool, Papercut, VDI, Licensing server. - Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and Firewall. - Demonstrated extensive experience in implementing and managing end user platform. - In-depth knowledge of ITIL framework and IT service management principles. - Experience with IT service management tools (Jira, ServiceNow) - Takes proactive ownership and works with sense of urgency. - Ability to provide innovative solutions to key clients across the organization, with a focus on continuous improvement. - Team player with a strong customer service focus. - Well-developed interpersonal skills, including coordination, liaison, negotiation, and multicultural communication. - Keen attention to detail with ability to manage own time well, and prioritize competing work demands, effectively. - Good verbal and written communication skills in English and Vietnamese with a wide variety of stakeholders. - Able to interact with business and technology stakeholders to achieve a desired outcome. - Demonstrated knowledge and commitment to continuous improvement principles.  - Ability to display appropriate behaviours in line with the position and RMIT Values. English Proficiency English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS General with a score of at least 6.0 (or equivalent, as outlined in the Recruitment, Selection and Onboarding Guidelines). For any role, English Language Proficiency may also be proven by showing successful completion of secondary education to a level qualifying to enter university study while being instructed through the medium of English, as per the RMIT University recognised qualification list. Applications Close: 24 Nov 2024 11:59 pm