Desktop Support Engineer - Kerteh

Job Responsibilities

1. Manage IT systems such as applications, servers, printers, desktops, networks, telecommunications (telephony), and other IT-supported systems.
2. Manage and resolve IT logged/reported incidents/requests and identify corrective actions to support operational integrity of the systems.
3. Perform daily system maintenance and administration tasks, including O/S, security, antivirus, or any required patches.
4. Protect system and data integrity from unauthorized access.
5. Monitor and report on the status and capacity of server performance/storage.
6. Work with external parties such as vendors and IT operation centers to ensure end-to-end system, network, or service delivery.
7. Secure the company network by establishing and enforcing policies, and defining and monitoring access.
8. Support and administer firewall environments in line with IT security policy.
9. Report network operational status by gathering and prioritizing information and managing projects.
10. Perform upgrades on data network equipment to the latest stable firmware releases.
11. Configure routing and switching equipment, hosted IP voice services, and firewalls.
12. Design and implement new solutions to improve the resilience of the current environment.
13. Investigate root causes of IT incidents, implement remediation to remove errors, document the remediation, and communicate to related/affected staff.
14. Maintain optimal spare and consumable units of PCs, printers, monitors, network switches, and other IT spares for continuous support.
15. Follow up closely with GASP/Purchasing team for ongoing status of purchase orders.
16. Share knowledge and best practices with other IT colleagues.
17. Support smooth running of IT Helpdesk operations.
18. Monitor IT tickets daily and attend to tickets immediately or according to their priority.
19. Document the resolution once the incidents/requests are resolved before closing the tickets.
20. Use IT Helpdesk system as an IT change management tool and document every change in the system.
21. Translate business requirements into fit-for-purpose technological solutions when requested.
22. Manage and ensure IT asset records, PC to employee records, and software license to employee records are maintained up-to-date.
23. Keep track of available software licenses and their compliance within the plant.
24. Maintain documentation on IT operations/projects/change requests and implement application policies and procedures.
25. Lead, manage, or participate in IT projects.
26. Manage IT vendors on their service deliveries, monitor their service, and prepare vendor service evaluations.
27. Liaise with vendors, consultants, and other external sources for technology awareness and support.
28. Draft and plan for the forecast of the upcoming IT budget for CAPEX/OPEX while maintaining expenses throughout the year.
29. Maintain and support existing and new non-Neo systems, including but not limited to other systems that support plant operations such as TOTEM, Weighbridge, Access Card System, PABX, CCTV, and Plant Information systems.

Work Location

Kerteh - Terengganu