Desktop Infrastructure Management :

1. Design and implement desktop and end-user computing solutions, including hardware, operating systems, and software.

2. Plan and execute desktop infrastructure projects, including system upgrades and deployments.

3. Manage and maintain a fleet of desktop computers, laptops, and peripherals.

4. Lead and mentor Level 2 Desktop Administrators, providing technical guidance and support.

5. Evaluate and recommend hardware and software solutions to enhance desktop performance and

security.

6. Perform capacity planning and ensure desktop systems meet business needs.

Day-to-Day Support :

1. Develop and enforce desktop-related policies and procedures.

2. Evaluate and recommend hardware and software solutions to enhance desktop performance and

security.

3. Troubleshoot and resolve complex desktop-related issues and automate the repeating tasks to reduce

the toil.

4. Collaborate with the Level 1 Help Desk and Level 2 Desktop Administrator team to escalate and resolve

complex issues.

5. 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.);

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

needed.

7. Maintain accurate records of hardware and software inventory.

8. Stay current with industry trends and best practices in desktop engineering.

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 technical guides and standards.

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 five (5) year experience in technical support, with two (2) 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 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.