IT Service Engineer

Roles & Responsibilities:

The IT Service Engineer is a member of the Management Information Technology and Systems (MITS) Office, responsible for the daily operation and maintenance of MITS-managed university-level business systems, as well as business data analysis and process optimization. The role also includes the operation and maintenance of multimedia equipment in classrooms and meeting rooms, and providing technical support for teaching and meeting activities. Through effective IT operations and continuous optimization, the position aims to enhance the efficiency of teaching and administrative operations and continuously improve the IT experience for faculty and students.

I. Business Systems Operations and Access Management
1.    Responsible for the daily operational support of MITS-owned university-level business systems, ensuring stable and smooth system operation
2.    Manage system users and access rights, including account configuration, role assignment, and user onboarding, modification, and deactivation
3.    Perform system configuration changes in accordance with established procedures, ensuring compliance, traceability, and auditability
4.    Develop standard operating procedures and workflows for business systems, and provide operational training for frontline business teams.
II. Business Data Analysis and Process Optimization Support
1.    Collect, organize, and conduct basic analysis of system operational and usage data
2.    Identify issues and bottlenecks through data analysis, and provide data-driven insights and recommendations to support business process improvement and service optimization
3.    Assist business units and management teams in interpreting system data to support informed decision-making and workflow enhancement
III. Classroom and Meeting Room IT Operations Support
1.    Provide daily IT hardware support and troubleshooting for campus classrooms and meeting rooms
2.    Deliver technical support for teaching and meeting activities to ensure equipment availability and on-site operational reliability
3.    Participate in equipment inspections, issue documentation, and continuous improvement of IT operations processes
4.    Propose optimization initiatives for classroom and meeting room IT equipment, and work with relevant technical teams to continuously improve equipment standards, enhancing the user experience for faculty and students.
IV. Student-Facing Technical Support
1.    Provide technical support for student-facing business systems
2.    Analyze and resolve system-related issues, including functional anomalies, configuration problems, and operational errors
3.    Collaborate with internal technical teams or external vendors to facilitate issue diagnosis, escalation, and end-to-end resolution
V. Perform other duties and tasks as assigned by supervisors or management

IT服务工程师是管理信息技术和系统(MITS)办公室的成员，负责MITS所属校级业务系统的日常业务运维，业务数据分析与流程优化。负责教室和会议室多媒体设备运维及教学、会议活动保障。通过IT运维与优化，促进大学的教学和办公的运行效率，不断提升师生IT体验。

一、    业务系统运维与权限管理
1)负责MITS所属校级业务系统的日常业务运维工作，保障业务稳定、流畅运行
2)承担系统用户与权限管理工作，如账号配置、角色分配、人员新增/变更/注销等操作
3)按照既定流程执行系统配置调整，并确保操作合规、可追溯
4)制定业务系统操作标准与流程，为一线业务团队提供业务操作培训
二、    业务数据分析与流程优化支持
1)基于业务系统运行数据和使用数据，进行基础数据整理与分析
2)通过数据发现问题和瓶颈，为业务流程优化、服务改进提供数据支持和建议
3)协助业务部门及管理团队理解系统数据，支持决策与流程完善
三、    教室与会议室 IT 运维支持
1)负责校园内教室及会议室相关 IT 硬件设备的日常支持与问题处理
2)对教学与会议活动提供必要的技术保障，确保设备可用性和现场支持
3)参与相关设备的巡检、问题记录与运维改进工作
4)提出教室与会议室IT设备优化建议，与相关技术团队持续优化设备标准，提升师生使用体验。
四、    学生端技术问题支持
1)负责学生端相关业务系统的技术性问题处理与支持
2)分析并解决系统使用过程中出现的功能异常、配置问题或操作问题
3)与相关技术团队或厂商协作，推动学生端问题的定位与闭环解决
五、    其他领导安排的工作和任务

Qualifications:

1. Bachelor’s degree or above in Computer Science, Information Systems, Software Engineering, Data Analytics, or a related field is preferred; at least two years of relevant work experience;
2. Relevant experience in information systems operations, application support, IT services, or related roles;
3. Strong professional ethics, a high sense of responsibility, and a service-oriented mindset, with the ability to consistently and reliably undertake business systems operations work;
4. Proficiency in common office software, including but not limited to Microsoft Office and Visio
5. Fluent English ability, CET-6 or IELTS 5.5 or above;
6. Good interpersonal and communication skills;
7. Team-working, transparency spirit, patience, and interest in learning new technologies;
8. Candidates with overseas educational background or overseas work experience are preferred.

1.    本科及以上学历，计算机科学、信息系统、软件工程及数据分析或相关专业优先; 至少2年相关工作经验。
2.    具备信息系统运维、应用支持、IT 服务或相关工作经验;
3.    具备良好的职业素养、责任意识和服务意识，能够稳定、持续地承担业务运维工作;
4.    熟练操作包括Office、Visio、等常用办公软件;
5.    流利的英语能力，大学英语六级或雅思5.5分以上;
6.    良好的人际关系和沟通技巧;
7.    团队协作精神，有耐心和兴趣学习新技术;
8.    海外教育背景或工作经历优先。