Job Description
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware to both domestic and APAC office users.
- Respond to queries either in person, over the phone or over e-mail. Ask questions to determine nature of complex problems and walk customer through problem-solving process.
- Run diagnostic programs to resolve problems.
- Follow up with customers to ensure issues have been resolved. Run reports to determine malfunctions that continue to occur.
- Research and create technical procedures training manuals and train computer users.
- Setup, administer and utilize helpdesk tools, user self-service center and ticketing systems (BMC remedy, manage engine, etc.).
- Install, modify, reconfigure, update and repair computer hardware and software including OS and antivirus software independently.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), VoIP and other systems independently.
- Install and troubleshoot computer peripherals for users independently (such as printers, scanners, etc.).
- Configure and troubleshoot user mobile phone with configuration (such as active sync, Wi-Fi access, etc.) and configure back-end systems.
- Create and maintain an inventory for company IT assets (such as computers, monitors, phones, mobile phones, tablets, etc.) and create business plan forecasts.
- Provide help and guidance to junior colleagues.
- Perform other miscellaneous duties as directed by Line Manager.
Minimum Level of Education and Experience Required (Please attach additional sheet where necessary)
- Associate degree in IT or non-IT related Bachelor degree with 9 years' experience as a IT administrator.
- Alternatively, an IT related Bachelor degree with 7 years of IT experience.
- CompTIA A+ or equivalent professional certification is preferred.
- Proficient oral and written English.
