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.

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, monitors, resolves, and closes tickets in the Service Desk Tool.
4. Directs advanced technical problems to the appropriate resource when necessary via helpdesk platform.
5. Works on software installation, update, and configuration as directed by PC Coordinator(s).
6. 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.
7. Maintains and configures printers, copy machines, PABX (or VOIP), handheld scanners, access points, and handheld printers.
8. Updates support information such as PC inventory, PC Loaners, and IT assets.
9. Assists with training for new hires and internal customers.
10. Works with PC Support Coordinator(s) to determine daily/weekly priorities and troubleshoot advanced technical problems.
11. Adheres to organizational requirements on quality management, health and safety, code of conduct, legal stipulations, environmental, 5S policies, and general duty of care.
12. Evaluates and purchases IT equipment and network systems, including computers, printers, network equipment, etc.
13. Assists in performing patch updates and upgrades when required.
14. Assists in disabling and deletion of accounts when requested.
15. Participates, supports, and complies during audits.
16. Adds security concerns identified on endpoints including AV client and vulnerabilities as requested.
17. Proposes innovation, improvements, and enhancements in existing processes, technology, systems, or tools.
18. Maintains housekeeping and grooming of IT Ops and Infra office, server room, IDF, etc.
19. Assists in server and network admin tasks when required following IT policy.
20. Adds, fixes, and coordinates network connectivity issues reported to IT.
21. Communicates and coordinates IT requirements and issues with 3rd party vendors.

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.
2. Microsoft Active Directory, including domain account & DHCP maintenance.
3. Local and network printers (or multifunction) configuration and troubleshooting.
4. Wireless LAN configuration and installation.
5. Mobile smart devices installation and configuration (iOS or Android).
6. Networking skills: PABX (Siemens), VOIP (Cisco).
7. 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 experience.
3. Good analytical troubleshooting skills.
4. Good problem analysis and solving techniques.
5. Must be patient, customer-focused, and customer service-oriented.

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.