IT Technical Support

Primary duties and responsibilities
• IT Asset Management: Responsible to manage IT asset life cycle processes from planning, procurement, maintaining asset list according to asset life span and new purchase requirement.
• Employee onboarding & offboarding: To ensure IT asset and services readiness on employee onboarding day and provide IT briefing timely.
• Employee offboarding: To ensure employee are offboarded timely by revoking system access and services as per offboarding playbook and IT asset collection completion.
• Providing technical assistance: Assist end-users with IT related issues, such as hardware, software, and network problems.
• Troubleshooting: Identify and resolve technical issues, with systematic problem-solving techniques.
• Customer support: Delivery excellent customer service by addressing user concerns and ensuring satisfaction.
• Installation and configuration: Set up and configure software, hardware, and peripherals for users.
• Maintenance: Perform routine maintenance and updates on IT equipment and systems.
• Documentation: Keep detailed records of technical issues, solutions, and user request.
• Training: Provide training and guidance to users on using IT resources effectively.
• Remote support: Aid users remotely though phone, chat, or remote desktop tools.
• Hardware repair: Diagnose and repair hardware problems and coordinate repairs with vendors.
• Security: Assist in ensuring the security of IT systems and data by implementing security protocols and educating users about best practices.
• Software support: Help users with software installations, updates and troubleshooting.
• Backup and recovery: Monitor regular data backup schedule daily to ensure continuity to protect against data loss.
• System Monitoring: Monitor IT system defects to detect and resolve issues proactively.
• Escalation: Escalate complex and unresolved issues to higher-level support or appropriate teams.
• SEA Team support: To provide backup to team member in supporting SEA countries as one team.
• Project Deployment: Main onsite coordinator for all IT project deployment / upgrade / enhancement in the country.
• Stay Updated: Keep up to date with the latest technology trends and developments to provide effective support.