IT Support

1. Initial Setup and Deployment

1. Assessment of Requirements: Evaluate the office’s IT needs (number of users, types of devices, software, network requirements).
2. Hardware and Software Installation:
   o Set up workstations, laptops, printers, and other necessary hardware.
   o Install and configure essential software based on KSB global policy (OS, office productivity tools, security software).
3. Network Infrastructure:
   o Install network cabling, routers, switches, and Wi-Fi access points.
   o Configure secure connections to the main office via VPN (GlobalProtect), or other secure networking solutions.

2. Routine Maintenance and Monitoring

1. Daily Tasks:
   o Monitor network performance and connectivity issues.
   o Ensure data backup systems are running smoothly.
   o Troubleshoot immediate user issues (login problems, printer malfunctions, etc.).
2. Weekly Tasks:
   o Review system logs for unusual activity or performance issues.
   o Check antivirus and security software status (updates, scanning reports).
   o Ensure patches and updates are applied to systems.
3. Monthly Tasks:
   o Perform network bandwidth analysis and resolve any bottlenecks.
   o Conduct software updates for key applications and operating systems.
   o Test disaster recovery processes and backup restoration.
4. Quarterly Tasks:
   o Audit hardware and software inventory to ensure everything is compliant and up to date.
   o Check and renew any software licenses, service contracts, and warranties.
   o Review user account management and ensure inactive accounts are deactivated or removed.

3. Helpdesk and Troubleshooting Support

1. User Support: Provide helpdesk support for resolving technical issues (connectivity problems, hardware malfunctions, software bugs).
   o Establish SLAs (Service Level Agreements) for response time (high-priority issues within 4 hours, lower-priority within 24 hours).
2. Remote and On-site Assistance:
   o Set up remote access tools for troubleshooting.
3. Ticketing System: Implement a ticketing system to track and prioritize issues and requests from users.

4. Security and Compliance

1. Network Security:
   o Implement firewall, VPN (GlobalProtect), and intrusion detection systems.
   o Regularly update network security policies.

5. End-User Training and Documentation

1. Onboarding: Provide training for new employees in Halim office on using the IT systems, security best practices, and accessing shared resources.

6. Performance Review and Reporting

1. Monthly Reports: Compile monthly IT performance reports, including network uptime, response times, ticket resolution metrics, and overall user satisfaction.

7. Vendor and Third-Party Management

1. Manage Contracts: Keep track of service level agreements (SLAs) with third-party vendors (ISP, software providers).
2. Coordinate with Main Office: Ensure that the branch office's IT standards align with KSB global corporate policies and procedures.

8. Contingency Planning

1. Power Backup: Install and maintain uninterruptible power supplies (UPS) for critical systems.
2. Redundancy: Set up network redundancy (failover internet connections) to minimize downtime.

Minimum Qualifications:

• Candidate must possess at least Bachelor's Degree/Post Graduate/Diploma/Professional Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.
• At least 2 Year(s) of working experience in the related field is required for this position.
• Having experience using a ticketing system.