Bangkok - Krung Thep Maha Nakhon - Thailand
Responsibilities
- Provide technical assistance and support to end users and level-3 support teams for computer systems, software, hardware, AV/VC, and network-related issues.
- Respond to user inquiries, troubleshoot problems, and resolve issues promptly to minimize downtime.
- Participate in local and global IT projects within the scope of local business, ensuring proper follow-up, communication, and completion of assigned projects.
- Work with local business teams to deliver meaningful outcomes from strategic initiatives.
- Tailor the business's products, services, and resources to meet local business needs and expectations, maximizing value and impact.
- Conduct initial business analysis with local business and relevant D&T teams, preparing recommendations and business plans as needed.
- Oversee the local launch of D&T solutions to maximize their positive impact on local business.
- Identify, screen, and evaluate new solution opportunities to address unmet local business needs.
- Collaborate with APAC IT Infrastructure & Operations, local business, and Finance to forecast the annual IT cost budget.
- Install, configure, and maintain computer systems, peripherals, and software applications, such as reimaging laptops and installing network equipment/servers/monitors.
- Provide support for mobile devices (smartphones and tablets).
- Support cloud printing.
- Manage incident/request tickets.
- Set up and manage user accounts, permissions, and access rights.
- Assist in the procurement, inventory management, and disposal of IT equipment.
- Perform basic video conference system setup, maintenance, and troubleshooting.
- Conduct training sessions and create user guides to enhance end-user knowledge and skills.
- Collaborate with IT teams to resolve complex technical problems and escalate issues when necessary.
- Document and maintain records of technical incidents, solutions, and user requests.
- Stay updated with technology trends and recommend improvements in IT infrastructure and processes.
- Provide excellent customer service and ensure high user satisfaction with IT services.
- Be available for weekend and late work as required.
Qualifications
- Bachelor's degree in information technology, Computer Science, or a related field is often preferred.
- Minimum 5-year experience in providing end users support in Windows environment and MS365 (Office, Teams, OneDrive, SharePoint) in a medium to large infrastructure environment.
- Proven experience in a leadership or supervisory role within an IT support environment.
- Good command of written and spoken English and Thai.
- Basic understanding of networking concepts.
- Working experience in Active Directory.
- Video Conferencing troubleshooting including Zoom and Teams.
- Managing and maintaining server room and structured cabling.
- Prior use of ServiceNow is highly preferred.
- A working knowledge of ITIL.
- Must have the ability to work independently as well as in a team.
Service line: None
