Job Description:
WSP wishes to be a leader in the quality of IT service offered to its users by offering them a varied but unified support structure consisting of a remote help desk, tech bars, a self-service portal, and several on-site technicians whose main mission is to respond to IT needs that require a physical presence in the various locations of the company. This position is made for those who like to be on the field and constantly in the heat of the action!
Responsibilities:
- Respond to IT incidents and requests at your main office and during visits to offices in the region where you are located.
- If necessary, transfer requests and incidents to a more specialized level of support.
- Identify and document recurring problems and make recommendations for corrective measures, as well as participate in their implementation when possible.
- Collaborate with the various administrators and analysts (server, network, security, etc.) to ensure the resolution of complex incidents and the maintenance of infrastructure equipment.
- Develop collaborative relationships with office managers to better understand their IT challenges and work with your IT leader to address these needs as effectively as possible.
- Participate in office deployment, relocation and renovation projects.
- Monitor, report and contribute to the resolution of problems related to shared IT services (audio/video, printers, Wi-Fi, cabling, networking, etc.).
- Preparation and replacement of computer workstations when the local group responsible for the preparation of this equipment cannot respond within the required time.
- Maintain the inventory of IT assets in the CMDB rigorously.
- If necessary, help resolve IT incidents remotely.
- If necessary, assist on day-to-day IT procurement requests for all hardware and software for the assigned office.
- Participate in computer performance testing, report and documentation.
- Guide and train the users on best practices whenever possible and needed.
- Develop collaborative relationships with end users to personalize and improve the service.
- Lead IT induction sessions with a group of new employees to explain where they can find support resources and how to use our systems.
- Maintain and improve the IT work desk, stockroom, etc.
- Contribute to the documentation of IT incident resolution processes.
- Participate in the development of long-term strategies and planning for the future needs of IT services.
- Any other assigned tasks.
Experience:
- A very strong desire to serve and help users.
- A marked interest and a great curiosity towards information technologies.
- Able to communicate clearly orally and in writing. English and one local Asian language (Any additional language capability would be an advantage)
- Know how to manage priorities and customer expectations.
- 2 to 5 years of experience as a level 2 support technician.
Education:
- Degree or certificate in computer science or other computer-related discipline.
- A+, Network Plus or Help Desk Institute certification.
- Proficiency in Microsoft Office 365 and common office tools/software
- Knowledge of ServiceNow.
- Knowledge of ITIL processes.
