Provide 1 st and 2nd level support Technical assistance and support for incoming IT Helpdesk and End User desktop queries and problems. Laptop/desktop/peripherals hardware and software technical support. Windows 7/10, Windows server, file/print/scan services, Outlook/Office 2016, Office365 suite, 2FA, LAN\WAN/Wireless network connectivity, VPN, mobile devices, meeting room audio/video conferencing systems, PABX and basic application troubleshooting. Perform PC/Laptop Refresh, Onboarding and off boarding of users and ensure asset inventory tracking is updated. Escalate issues to OEM/vendors and follow-up until the resolution of the problem. Out-Of-Office-Hours On-Call support. 2. Systems administration and maintenance Provide Wintel server, Active Directory, GPO, WSUS, Software deployment and system administration. Liaise with external vendors for any related hardware/software maintenance and services. Perform Installation/Configuration/Monitoring/Patching/Upgrades of desktops, servers, operating systems, antivirus, databases and other system related software. Participate in disaster recovery testing. 3. IT governance & documentation Involve in regular review and update of infrastructure policies, procedures and system documentation to ensure compliance. Plan and conduct end-users training as needed. Conduct quarterly IT asset counts.
At least 2 years of working experience in IT helpdesk providing 1st level and 2nd level end user desktop support. 2. Strong experience in End user hardware and software technical support, Windows 7/10, Office 365 administration and Active Directory. 3. Good to have networking, storage and some database administration experience. 4. Able to work on a rotating 2nd level Out-Of-Office-Hours support On-Call basis. 5. Knowledge of ITIL operation. 6. Strong analytical skills, ability to work independently and in a team environment. 7. Possesses good attitude, good interpersonal and communication skills. EDUCATION 1. Degree/Diploma in Electronic/Computer Engineering or Computer Studies or equivalent. 2. Good to have ITIL foundation certification. 3. Good to have Microsoft 365 or MCSA certification