IT Technical Support I

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.

ESSENTIAL RESPONSIBILITIES:

1. Receives, responds to, troubleshoots, and corrects IT related technical problems from internal customers.

2. Tracks PC problems and resolves them in a prompt and courteous manner.

3. Logs, monitor, resolve and close tickets in the Service Desk Tool.

3. Directs advanced technical problems to the appropriate resource when necessary via helpdesk platform.

4. Works on software installation, update, and configuration as directed by PC Coordinator(s).

5. Works on the installation, setup, configuration, and installation of new PCs, laptops and other IT equipment as well as assisting with the replacement and refresh process.

6. Works on the maintaining, configuration of printers, copy machine and PABX(or VOIP) , hand held scanners, access points, handheld printers, etc.

7. Works on the updating support information such as PC inventory, PC Loaners, IT assets etc.

8. Assists with training for new hires and internal customers.

9. Works with PC Support Coordinator(s) to determine daily/weekly priorities and to troubleshoot advanced technical problems.

10. Adhere to organizational requirements on quality management, health and safety, code of conduct, legal stipulations, environmental, 5S policies and general duty of care.

11. Evaluate and purchase IT equipment and network systems, etc., including computers, printers, network equipment, instruments, etc.

12. Assist in perform patch updates and upgrades when required.

13. Assist in disabling and deletion of accounts when requested.

14. Participate, support and comply during audit.

15. Address security concerns identified on the endpoint including AV client and vulnerabilities as requested.

16. Propose innovation, improvements and enhancements in existing processes, technology, systems or tools.

17. Housekeeping and grooming of IT Ops and Infra office, server room, IDF, etc.

18. Assist in server and network admin tasks when required following IT policy.

19. Address, fix and coordinate network connectivity issues reported to IT.

20. Communicate and coordinate IT requirements and issues with 3rd party venors

WORK ENVIRONMENT:

• 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.

SKILLS:

1. Microsoft Windows operating Systems, outlook, Office;

3. Microsoft Active Directory mainly include domain account & DHCP maintaining;

4. Local and network printers(or multifunction) configuration and trouble-shooting;

5. Wireless LAN configuration and installation;

6. Mobile Smart devices installation and configuration(IOS or Android);

7. Networking skill: PABX(Siemens), VOIP(Cisco).

8. Laptop and Desktop ground up setup, deployment and repair.

EXPERIENCE:

1. Proficient in English (oral and written communication);

2. Minimum 2 years of LAN and PC experiences;

3. Good analytical trouble-shooting skills;

4. Good problem analysis and solving techniques;

5. Must be patient, customer focus and customer service orientated;

EDUCATION:

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

OTHERS:
Applicants must be willing to work in Penang Science Park, Simpang Ampat.