Desktop Infrastructure Management :

1. Install, configure, and maintain desktop computers, laptops, and peripherals.

2. Provide technical support to end-users via in-person, phone, or remote assistance.

3. Assist with software installations, updates, and patches.

4. Perform hardware upgrades and replacements as needed.

5. Collaborate with the Level 1 Help Desk team to escalate and resolve complex issues.

6. Ensure all desktop systems are secure, up-to-date, and compliant with company policies.

Day-to-Day Support :

1. Provide onsite or remote technical support for end users’ concerns on equipment, software or systems in a

timely manner.

2. Collaborate with the Level 1 Help Desk team to escalate and resolve complex issues.

3. Troubleshoot and resolve complex desktop-related issues.

4. Provide troubleshooting and information to vendor-related activities (data center backup aircon, UPS,

Electrical breakers, CCTV, Biometrics) and Operations equipment (IP Phone, projectors, audio system and

etc.);

5. Perform hardware and/or software installation, setup, configuration and maintenance for peripherals as

needed.

6. Deploy requested peripherals from requesting end user upon notification of IT Admin Officer.

7. Manage video streaming for in-play – configure and/or troubleshoot should an issue arise.

Vendor Management :

1. Manage vendor relationships for system hardware and software procurement, support, and maintenance.

2. Coordinate vendor interactions, contracts, and service level agreements.

Documentation :

1. Create and update documentation for standard operating procedures and technical guides.

Minimum Formal Education Level :

• Bachelor’s Degree in IT, Computer Science, Computer Engineering or other related courses

Length And Type Of Job-Relevant Experience :

• At least three (3) year experience in technical support, with one (1) year experience in System

Administration specializing on Group Policy, and one (1) year experience in Network Administration

Technical Competencies :

• Working knowledge of architecture and typology of software, hardware, networks and telecommunication

systems, their components, associated protocols, and standards.

• Working knowledge of procedures for developing technical and operational support documentation.

• Working knowledge on the principles and methods for monitoring, estimating, and reporting actual

performance or the performance capability of information systems and components.

• Working knowledge on Endpoint Management

Self Management :

• Integrity

• Dependability

• Initiative

Communicating and Influencing :

• Oral and Written Communication Skills

• Building Trust and Rapport

• Partnering & Networking Skills

Managing for Results :

• Work planning and organization

• Fostering Innovation

• Resource Management

FREEDOM TO ACT :

• Has access to IT infrastructure equipment.

• Has the permission to evaluate and test software.

• Has the permission to recommend hardware specifications of personal computers

• The approval of the IT Operation Team Leader/Supervisor is required on embarking on any work leading to any IT Operation initiatives. Specifically, areas for approval prior to execution are:

1. Project conceptualization and design

2. Project roll-out

3. Any capital expenditure

4. Any change in plan and schedule

• Changes and deviations from SOP must have the approval of the IT Operation Shift Lead and/or Team

Leader/Supervisor.

The challenge to:

• Accumulate bits and information to diagnose and anticipate problems

• Prioritize and respond to issues that require immediate actions

• Resolve and/or identify solutions for issues in accordance with the SOP for Operations

• Maintain professionalism and display good customer service orientation towards end users and partners

• Manage trouble tickets summary and helpdesk email requests to cut down response time.

• Provide accurate systems and infrastructure recommendations that result to system and operational

efficiency

• Maintain the efficiency and smooth operations of current IT infrastructure resources to avoid system down

time and data loss

• Control costs by proper maintenance of the IT infrastructures

• Avoid misconfiguration in to avoid delays or issues