Brunei
Cambodia
Indonesia
Lao
Malaysia
Myanmar
Philippines
Singapore
Thailand
Veitnam
• Manage the processing of user support requests via email, telephone, and messenger tools to ensure, timely, and effective resolution of end-user issues.
• Responsible for the setup and management of the Microsoft 365, Trend Micro, Helpdesk management systems, and active directory.
• Design and enforce request handling and escalation IT policies and procedures.
• Responsible for the daily inspection, monitoring and operation, and maintenance analysis of the company's IT equipment such as laptops, desktops, printers, projectors, CCTV, etc.
• Coordinate and perform hands-on fixes at the computer level, including installing and upgrading software, installing hardware, fixing and replacing computer components.
• Propose best solutions for improving IT service support to end-users.
• Checking of software updates, new patches, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.
• Manage IT projects and provide expert guidance on support matters for other IT projects
• Ability to delegate, problem-solving, decision-making, and Effective Communication.
• Track and analyze trends in Help Desk system requests and generate statistical reports to show management.
• Self-confident and able to work in a team
• Good in English, both written and spoken.
• Degree Level : Bachelor's degree, master's degree is beneficial for career advancement
• Degree Field: Computer science, information technology, or a computer-related field
• Certification: ITIL, CCNA Certified is beneficial for career advancement
• Experience: 2-4 years of experience are usually required
• Key Skills: Customer service, organization, leadership, problem-solving skills; attention to detail and ability to work in teams; familiarity with hardware & software, Basic knowledge about network devices, switches, routers, access points, client computer administration, network monitoring, and server.