Key Responsibilities:
- Market & Factory Projects: Contribute to IT-related improvements and operational efficiency in market and factory projects.
- IT Hardware Management: Oversee the configuration, delivery, and maintenance of IT hardware.
- Inventory & Licensing: Keep an up-to-date inventory of IT equipment, ensuring timely renewal of software licenses and hardware procurement/replacement in line with the refresh cycle.
- User Support: Assist users with technical issues related to computer hardware or software, guiding them to contact the global service desk and escalate incidents when needed.
- Ticketing System Management: Use ticketing systems like ServiceNow to track, manage, and resolve IT issues effectively.
- Problem Diagnosis: Troubleshoot and diagnose technical problems via phone, email, and messaging platforms.
- Network Support: Utilize network knowledge (e.g., CCNA certification) to provide support for connectivity and infrastructure needs.
- Hardware Management: Manage various hardware configurations, including PCs, printers, 4G routers, mobile phones (across multiple platforms), and conferencing systems.
- Training & Awareness: Educate end-users on corporate IT standards, policies, and procedures, providing necessary training as required.
- Vendor Collaboration: Build and maintain strong relationships with IT service providers to ensure effective collaboration and operations.
- Third-party Supplier Support: Provide necessary assistance to third-party IT suppliers to maintain operational continuity.
- Process Improvement: Collaborate with the IT team/manager to identify opportunities for business improvements by evaluating existing practices.
- Incident Management: Analyze and prioritize reported incidents, working with IT subject matter experts to resolve them swiftly, in alignment with the operational support model.
- System Monitoring: Proactively monitor IT systems’ performance and conduct necessary maintenance to ensure system reliability.
- SLA Compliance: Ensure adherence to SLAs for maintenance and repairs across various equipment types.
Required Skills & Competencies:
- Language Proficiency: Fluency in English.
- Problem Solving: Strong problem-solving skills to diagnose and resolve technical issues efficiently.
- Communication: Excellent communication skills to assist end-users and work effectively with team members at all levels.
- Technical Expertise: Solid knowledge of computer systems, networks, and troubleshooting techniques.
- Software Installation: Hands-on experience with software installation and issue resolution.
- Multitasking: Ability to manage multiple tasks independently and perform well in a fast-paced environment.
Education & Experience:
- Educational Background: Bachelor’s degree in Information Technology, Computer Science, Communication Engineering, or a related field.
- Certifications: Relevant certifications such as CCNA+ or Microsoft Certified IT Professional (MCITP) are preferred.
- Experience: Previous experience in technical support or IT roles is required.