Senior Specialist, IT Technical Support

Primary duties and responsibilities
• IT Asset Management: Responsible for IT asset life cycle processes, which involving planning, procurement, maintain accurate and up to date asset inventory, and hardware disposal.
• Employee onboarding: Ensure IT devices and services readiness on new joiner onboarding day and provide IT briefing timely.
• Employee offboarding: Ensure resignees' systems and services access is revoked timely as per offboarding playbook, and IT devices fully return by resignees in good condition.
• Provide IT technical assistance: Identify and resolve It technical issues, such as hardware, software, and network problems, physically and remotely (though phone, chat, or remote desktop tools).
• Installation and configuration: Set up and configure software, hardware (Windows laptop and Apple device), and peripherals for users.
• Hardware repair: Diagnose and repair hardware problems and coordinate repairs with vendors.
• IT Maintenance: Perform routine maintenance and updates on IT equipment and systems. Manage maintenance contracts.
• IT Documentation: Keep detailed records of technical issues, solutions, IT infrastructure and user request.
• User Training: Provide training and guidance to users on using IT resources effectively.
• IT Security: Assist in ensuring the security of IT systems and data by implementing security protocols and educating users about best practices.
• Obedience: Follow instructions from immediate superior and IT management.
• Customer support: Delivery excellent customer service by addressing user concerns and ensuring satisfaction.
• Escalation: Escalate complex and unresolved issues to higher-level support or appropriate teams.
• Teamwork: To help team members in supporting SEA countries as one team. Maintain good rapport with team members.
• Project Coordination: Point Of Contact for all IT project deployment / upgrade / enhancement activities in the country.
• Stay Updated: Self initiative to learn new IT skills; explore latest IT technology trends/developments to provide effective support and proposal.