IT Technical Support

Primary duties and responsibilities

• IT Asset Management: Responsible to manage IT asset life cycle processes from planning, procurement, maintaining asset list according to asset life span and new purchase requirement.

• Employee onboarding & offboarding: To ensure IT asset and services readiness on employee onboarding day and provide IT briefing timely.

• Employee offboarding: To ensure employee are offboarded timely by revoking system access and services as per offboarding playbook and IT asset collection completion.

• Providing technical assistance: Assist end-users with IT related issues, such as hardware, software, and network problems.

• Troubleshooting: Identify and resolve technical issues, with systematic problem-solving techniques.

• Customer support: Delivery excellent customer service by addressing user concerns and ensuring satisfaction.

• Installation and configuration: Set up and configure software, hardware, and peripherals for users.

• Maintenance: Perform routine maintenance and updates on IT equipment and systems.

• Documentation: Keep detailed records of technical issues, solutions, and user request.

• Training: Provide training and guidance to users on using IT resources effectively.

• Remote support: Aid users remotely though phone, chat, or remote desktop tools.

• Hardware repair: Diagnose and repair hardware problems and coordinate repairs with vendors.

• Security: Assist in ensuring the security of IT systems and data by implementing security protocols and educating users about best practices.

• Software support: Help users with software installations, updates and troubleshooting.

• Backup and recovery: Monitor regular data backup schedule daily to ensure continuity to protect against data loss.

• System Monitoring: Monitor IT system defects to detect and resolve issues proactively.

• Escalation: Escalate complex and unresolved issues to higher-level support or appropriate teams.

• SEA Team support: To provide backup to team member in supporting SEA countries as one team.

• Project Deployment: Main onsite coordinator for all IT project deployment / upgrade / enhancement in the country.

• Stay Updated: Keep up to date with the latest technology trends and developments to provide effective support.

1. Education / Professional Certification

Preferable degree graduate in IT related field.

2. Experience

• Minimum 4 years, working experience in the 1st level IT support environment.

• Experience with ITSM is an added advantage.

• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.

• Ability to prioritize and manage several milestones and projects efficiently.

• English speaking / written skill is required: Vital requirement for communication with regional / global support team.

3. Knowledge / Skills / Other characteristics

• Independent, self-motivated.

• Sense of urgency.

• Ability to communicate with all levels of employee.

• Good team player.

• Time flexibility, ability to standby for ad hoc support as and when required.

• Strong troubleshooting and critical thinking skills.