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1. Position Summary
The IT Engineer provides day-to-day technical support and maintains the Company's computers, network connections, servers, software, and operational IT equipment to support uninterrupted factory and office operations. The incumbent troubleshoots IT issues, performs routine maintenance, supports data backup and cybersecurity controls, maintains IT asset records, and coordinates with Singapore/Vietnam IT and external vendors for complex issues and approved improvements.
2. Key Duties and Responsibilities
A. Network Infrastructure & Connectivity Support
• Install, configure and maintain switches, routers, wireless access points and related network equipment in accordance with approved Singapore/Vietnam IT standards.
• Monitor network connectivity and performance, conduct routine checks and report abnormalities promptly.
• Troubleshoot local network and internet connectivity issues; escalate complex routing, firewall and network configuration matters to Singapore/Vietnam IT or approved vendors.
B. Server & User Account Support
• Monitor servers and shared IT resources, perform assigned routine maintenance and report faults or unusual system conditions.
• Support user account setup, password resets, access changes and basic directory services upon proper authorization and within assigned access rights.
• Assist Singapore/Vietnam IT with approved server, storage, software and system updates, including testing and documentation.
C. Cybersecurity, Data Backup & Recovery Support
• Apply approved cybersecurity procedures, including endpoint protection, security updates, safe access practices and incident reporting.
• Perform and verify scheduled data backups; assist Singapore/Vietnam IT with recovery testing and restoration when required.
• Monitor assigned security alerts, antivirus status and patch updates; promptly escalate suspected breaches or vulnerabilities.
D.
IT Helpdesk & Troubleshooting
• Provide first-line and second-line support for computer hardware, software, printers, connectivity and user access issues affecting factory and office employees.
• Investigate recurring IT faults, document troubleshooting actions and recommend practical corrective measures; escalate unresolved or major incidents.
• Coordinate with Singapore/Vietnam IT, external vendors, hardware suppliers and Internet Service Providers (ISPs) for specialized support and repairs.
E. Application & System Implementation Support
• Assist with installation, configuration, user testing and rollout of approved business applications, software updates and IT equipment.
• Support users in operating company applications and report application errors or integration issues to Singapore/Vietnam IT or system vendors.
F. IT Asset Management & Infrastructure Maintenance
• Maintain accurate records of IT assets, network connections, equipment configurations, service requests and maintenance activities.
• Track computers, peripherals, software licenses, spare parts and equipment replacements; identify items requiring repair or renewal.
• Keep server rooms, network cabinets, cabling and IT work areas orderly, secure and compliant with workplace safety requirements.
G. Continuous Improvement & Compliance
• Participate in practical continuous improvement and Lean initiatives to improve
IT support response times and operational reliability.
• Suggest improvements to equipment reliability, IT procedures and user support, subject to management and Singapore/Vietnam IT approval.
• Follow Company policies, applicable data privacy requirements, Singapore/Vietnam Social Responsibility (CSR) requirements and Responsible Business Alliance (RBA) standards.
H. Factory IT Systems & Production Support
• Support factory production computers, printers, barcode scanners, attendance systems and other operational IT equipment.
• Support the Process Traveller (PT) system, including troubleshooting printing, barcode scanning, user access, connectivity and system errors; escalate application or data-related issues to the responsible system owner.
• Coordinate with Production, Engineering and other departments to resolve shopfloor IT issues promptly and minimize disruption to operations.
• Perform routine checks and assist with installation, testing and preventive maintenance of factory IT equipment and PT-related peripherals.
I. Cross-Functional Coordination & Corporate Social Responsibility (CSR)
• Work closely with factory and office departments to understand IT support requirements and minimize disruption to daily operations.
• Liaise with Singapore/Vietnam IT, external software vendors, hardware suppliers and ISP providers on approved technical work.
• Perform duties in accordance with the Company's Corporate Social Responsibility (CSR) policies, Responsible Business Alliance (RBA) Code of Conduct, and applicable legislation.
• Comply with workplace safety procedures, data privacy laws and information security requirements.
3. Authority
• Carry out approved network, server and system configuration changes within assigned access rights and change-management procedures.
• Take immediate containment steps for suspected IT security incidents only within approved procedures and promptly inform management and Singapore/Vietnam IT.
• Recommend IT equipment purchases, upgrades, repairs or replacements for management approval.
• Create, modify, disable or restrict user access only upon proper authorization and in accordance with Singapore/Vietnam IT procedures.
4. Working Conditions
• Primarily based at the factory, supporting production areas, offices, network cabinets and server rooms as required.
• May undertake physical work such as installing computers and peripherals, handling IT equipment and checking network cabling in accordance with safety procedures.
• May be required to support approved maintenance outside normal working hours or respond to urgent IT incidents, subject to Company arrangements and applicable law.
• Required to comply with Company safety, information security and data privacy policies.
5. Possible KPIs
• Timely response to and resolution of IT support requests, including factory production support incidents.
• Completion of scheduled IT preventive maintenance and equipment checks.
• Successful completion and verification of assigned data backup activities.
• Timely escalation of security incidents, system failures and unresolved technical issues.
• Accuracy and completeness of IT asset inventory and support documentation.
• Availability and reliable operation of supported factory IT equipment, including Process Traveller (PT) peripherals.
6. Other Duties
• Perform any other reasonable duties and responsibilities related to IT operations or the Company's business as assigned by the Employer.
• Undertake additional cross-functional projects aligned with the employee's technical qualifications, training, and professional level.
• Execute all duties in strict compliance with the Company's internal policies, safety protocols, and operational requirements.