IT Technical Support II

POSITION SUMMARY :

Provides support for hardware and software issues encountered by users using their personal computer, laptop, monitors, keyboards, printers, wireless scanners and printers, mobile devices, wifi access and other peripherals, etc.

RESPONSIBILITIES :

• Receives, responds to, troubleshoots, and corrects IT related technical problems from internal customers.
• Tracks PC problems and resolves them in a prompt and courteous manner.
• Logs, monitor, resolve and close tickets in the Service Desk Tool.
• Directs advanced technical problems to the appropriate resource when necessary via helpdesk platform.
• Works on software installation, update, and configuration as directed by PC Coordinator(s).
• Works on the installation, configuration, and placement of new PCs, as well as assisting with the PC roll-down process.
• Works on the maintaining, configuration of printers, copy machine and PABX(or VOIP) etc.
• Works on the updating support information such as PC inventory, PC Loaners, IT assets etc.
• Assists with training for new hires and internal customers.
• Works with PC Support Coordinator(s) to determine daily/weekly priorities and to troubleshoot advanced technical problems.
• Evaluate and purchase IT equipment and network systems, etc., including computers, printers, network equipment, instruments, etc.
• Adhere to organizational requirements on quality management, health and safety, code of conduct, legal stipulations, environmental, 5S policies and general duty of care.
• Other duties assigned.

WORK ENVIRONMENT :

• Location: Penang Science Park, Simpang Ampat Penang.
• Works in a standard office environment and uses general office equipment (PC, telephone, copier, fax machine, etc.).
• Spends much time working directly with server equipment, printers, and network equipment.
• Works under limited supervision.

QUALIFICATIONS :

• Microsoft Windows operating Systems, outlook, Office.
• Microsoft Active Directory mainly include domain account & DHCP maintaining.
• Local and network printers(or multifunction) configuration and trouble-shooting.
• Wireless LAN configuration and installation.
• Mobile Smart devices installation and configuration(IOS or Android).
• Networking skill: PABX(Siemens), VOIP(Cisco).
• Laptop and Desktop ground up setup, deployment and repair.

EXPERIENCE :

Essential:

• Proficient in English (oral and written communication).
• Minimum 2 years of LAN and PC experiences.
• Good analytical trouble-shooting skills.
• Good problem analysis and solving techniques.
• Must be patient, customer focus and customer service orientated.

Desirable:

• 2 year plus years experience working with both networking and Micorosoft systems.
• 2 years supporting Active Directory in a production environment.
• Experience in Service Desk environment would be advantages.

EDUCATION :

Essential:

• Diploma or Bachelor Degree in IT related field.

Desirable :

• College or Bachelor's degree in Information Technology Field with MCP, MCSA, MCSE, MCITP, CCNA.

WHY JOIN AEMY?

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan, and etc. In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In Malaysia., we offer a rich benefits package that includes:

• Medical - health care plan, dental, and vision.
• Short and long-term disability and life insurance.
• Executive Employee Health Screening package.
• Generous paid time off starting at 15 days and 19 public holidays.
• 98 days of paid maternity leave for Moms and 7 consecutive days of paid paternity leave for Dads.
• AE Child-Of-Employee Scholarship Program.
• Employee Referral Program.
• Career Growth and Learning Opportunity.