IT Helpdesk/ IT Support Technician

Mô tả Công việc
Key Purpose of the Job: The IT Support Technician role consists of providing technical support to all stakeholders in the organization with respect to end-user devices, internet connection, printers and BAU software. The person will demonstrate a very strong service-oriented attitude and will rapidly service and resolve issues for stakeholders during all operating hours of the organization, including evenings and weekends on a regular basis when scheduled. The IT Support Technician will also assist the IT Manager and IT Network & Infrastructure Engineer in other tasks related to the technology field.
1. IT Support Operation (40%)
Asset Management
Conduct periodic IT asset/equipment inventory (stocktaking) and keep asset records accurate
Manage equipment handover for new joiners and equipment retrieval/return upon employee departure, using proper handover forms
Maintain and update the asset tracking report to ensure it is always up to date
Arrange, categorize, and coordinate with other IT support members in managing IT equipment in stock, at Center and branches
Administration & Documentation
Prepare and submit purchase requests/quotations to the Purchasing team for assigned IT items and services
Follow up with vendors on specifications, delivery schedules, and service terms for new quotations
Track invoice and payment status with accounting to ensure timely settlement and avoid overdue payments
Review vendor invoices and quotations against agreed terms and quality before submitting for approval and payment
Store and organize quotations, invoices, payment records, handover forms, and other related documents accurately and carefully in the designated folders
Project Support
Provide operational support related to center renovation and other ad-hoc projects, if any
Participate in and support other projects and initiatives led by the IT team as assigned, contributing to planning, execution, and follow-up to ensure timely completion
2. Daily IT Helpdesk (50%)
Check and fix issues related to hardware and software in laptop/ PC of User
Install and effectively configure all hardware, software, systems, networks, printers, and scanners of the organization
Support users in using printers, projectors, user cable
Support users accessing our company system with approval
Troubleshoot and provide the solution for users using printer, Projector, and peripherals
Provide rapid technical support (remote or on-site if needed) to users and customers by troubleshooting problems related to network and system performance or disruption across all operating hours of the organization
Proactively handle assigned Helpdesk tickets, including contacting suppliers or stakeholders for resolution, to ensure punctual support and smooth operations within SLAs
Support the creation / removal of user accounts and manage access permissions in the various systems in compliance with the information security procedures in place
Monitor and maintain all systems and networks, computers, and software according to pre-determined schedule
3. End-users' Guideline (10%)
Ensure end users (new joiners, existing employees, students) understand and are briefed on current guidelines
Update and propose guidelines that are still missing
While the above includes a description of the essential functions of the position, other duties may be assigned. This job description is subject to change at the discretion of management.