Responsibilities:
- Responsible for supporting the IT help desk services to ensure services are delivered to meet business needs and expectations, within SLA standards (response time and resolution time).
- Troubleshoot and resolve issues related to desktop applications and infrastructure.
- Install and configure hardware and software applications.
- Maintain IT infrastructures both on premise and cloud: servers, network switches, wireless network at multiple offices.
- Manage user accounts, permissions, and access rights.
- Monitor and maintain IT systems to ensure their smooth functioning.
- Perform system backups and disaster recovery procedures.
- Support VOIP, conferencing and mobile service request.
- Liaise with other support teams, or product teams as required to resolve requests and issues in a timely manner.
- Act as a contact point between helpdesk operations, other teams (internal, external and vendor/supplier).
- IT assets and inventories management.
- Be responsible for managing project, implementation, configuration, and maintenance system.
- Ensure proper documentation of all IT infrastructure setups, software licenses, and any software modifications.
- Design and conduct IT user training on systems under the IT Department's purview.
- Continuously update technical knowledge and skills.
- Other ad doc tasks and projects as needed.
Requirements:
- Tertiary eduction (Diploma/Degree) in Computer Science, Information Technology, or equivalent.
- Minimum 5-years of MIS or related experience.
- ITIL Certification or equivalent preferred.
- Working experience with Windows Servers, Cloud system, Router, and Network Switches.
- Hands-on software and hardware troubleshooting experience.
- Strong analytical and problem-solving skills.
- Good team player with excellent communication and interpersonal skills combined with self-assurance and confidence.
- Self-starter, ability to work independently with minimal supervision.
- Possess a positive attitude and can-do spirit, and able to work under pressure.
- Ability to multi-task, take initiative and manage priorities.
- Ability to strive in a fast-paced and results-oriented environment.
- Willingness to work outside regular business hours as required.
