Job Description

Job Description: - Responsible for providing technical assistance and support related to computer systems, hardware or software. Responds to queries, runs diagnostic programs, isolates problem and determines implementation solution. - In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. - Candidate must be a team player and be able to follow processes and procedures. Self-disciplined, self- starter, professional who can successfully complete tasks assigned and close issues with minimum direction, guidance and oversight Key Responsibilities - Takes ownership of PC and any system related issues (as part of a team) and works with IT Teams, 3rd Party vendors and other support groups to determine a strategic approach to resolution. - Candidate will be local contact for desktop and network related support as escalated by users. The candidate will escalate issues beyond his scope of work or skills to Assistant Technical Manager for support or escalation. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. - The role will require to support monthly or planned outages and maintenance as per IT team’s requirement. Must be available to work in weekends as required. - The role will also require attending various Customer sites, distributor sites & warehouse to perform preventative maintenance and carry out project work as and when required. - Install, modify and repair computer hardware and software as required. Install computer peripherals like printers, scanners for users as required. - Assist with onboarding and off boarding of users. Manages PC and deployment for new employees using company standard hardware, software, and licenses. Ensures only company approved and licensed software is installed. Assign users and computers to proper Active Directory groups. - Performs regular software, hardware upgrades including BIOS updates, patching - Performs duties as advised by the IS Management Team (i.e. TSM, CIO, PMO and etc.) Required Skills - Must have minimum 3 years of IT Technical Support experience - Competent in IT operations quality processes & SOPs – change management, Documentation, security compliances, Understands corporate audits and compliance requirements. - Expert Knowledge of Desktop OS such as Windows 8.1 and Windows 10 (desirable), heavy-duty Copiers, Printers, Dot Matrix and Line printers. - High knowledge of Microsoft Office 365 and Applications support. - Adequate Knowledge of LAN/WAN communications for PC connection troubleshooting. PING/TRACERT/DNS/DHCP understanding. - Basic understanding of Active Directory to do tasks including reset user passwords, enable/disable users, and assign users to AD groups. - Must be competent in follow-up skills and ticketing system and to follow up on tickets, SLA and resolution of issues. Provide constant updates to his/her manager and accordingly update users on issues worked on. - Extensive ability to work on PC issues (troubleshoot hard disk, recover data from corrupted disks, troubleshoot OS, setup and more importantly PC imaging works - Absolute ability to handle pressure at work and interact closely with internal users on service delivery. Able to convey DOs and DONTs on IS Policies. - Asset tracking. Fully understands the importance of IT Assets Tracking with every add/remove/change process. - Proficient in Smart Phones and Tablets support. IOS/Android OS. Good knowledge of iTunes and Google Play for backup and restore of devices. - Well command of English Speaking & Writing, to interact with internal and regional IT team. - Have soft skills to be adaptable to change and have team working attitude. #LI-SG1