IT Technical Support - IT End User Support

Salary: $2,500 to $4,000

Duration: 1 Feb 2025 - 31 Jan 2026

Location: CWT Distripark Jalan Buroh and/or Bras Basah

Working Hours:

Mondays to Sundays (5 days a week as per schedule) rotating day and night shift: 7am to 4pm/ 1pm to 10pm/ 10pm to 7am
and/or Mondays to Fridays: between 8.30am to 6.30pm (8 hours a day)

Responsibilities:

1. Hardware and Software Support:
   • Install, configure, and maintain computers, workstations, and related hardware for office staff.
   • Provide troubleshooting and technical support for hardware (computers, printers, scanners, etc.) and software issues.
   • Install and update software applications (e.g., office productivity tools, antivirus software, email clients).
   • Maintain a record of all IT equipment inventory and ensure regular updates, repairs, or replacements are carried out.
2. Network and Connectivity Support:
   • Ensure stable network connectivity (Wi-Fi, LAN, VPN) for all office users.
   • Diagnose and resolve network-related issues, such as slow internet speeds, wireless connectivity problems, etc.
   • Assist with setting up and configuring network printers, scanners, and other shared devices.
3. User Support and Troubleshooting:
   • Act as the first point of contact for all IT-related issues from office staff (email, phone, ticketing system).
   • Troubleshoot and resolve basic technical issues related to operating systems, office applications, and network connectivity.
   • Provide remote support for employees working offsite (home offices, remote locations) using tools like remote desktop support.
   • Assist with onboarding new employees by setting up user accounts, email, and necessary hardware/software.
4. Security and Backup Management:
   • Assist with IT security initiatives, including the setup of antivirus software, and data encryption.
   • Assist in data recovery processes in case of system failures.
   • Monitor and enforce IT policies regarding password management, data security, and access control.
5. System Maintenance:
   • Ensure that all office systems (servers, workstations, etc.) are regularly maintained and updated with the latest security patches and updates.
   • Perform routine hardware checks to prevent issues and minimize downtime.
6. IT Documentation:
   • Maintain a knowledge base of common IT issues and resolutions for quick reference.
   • Keep detailed records of all IT incidents, troubleshooting steps, and resolutions for future reference.
   • Document IT configurations, processes, and procedures to ensure consistency and scalability.
7. IT Project Assistance:
   • Assist with IT-related projects such as office relocations, upgrades to office technology, or system migrations.
   • Provide technical support during the implementation of new IT systems or software.
8. Training and Guidance:
   • Provide basic IT training and guidance to employees, including the use of new software, hardware, and cybersecurity best practices.
   • Assist in creating and distributing IT-related training materials to improve staff competency.
9. Vendor Coordination:
   • Liaise with external IT vendors and service providers for equipment repairs, software licensing, and other IT-related services.
   • Manage software licenses and subscriptions to ensure compliance with licensing agreements.
10. General Administrative Support:
    • Assist in the procurement of new hardware and software.
    • Track and manage IT-related purchases and warranty information.

Requirements:

1. Technical Skills:
   • Hardware and Software Proficiency: A strong understanding of computer hardware, operating systems (Windows, macOS, Linux), common applications (Microsoft Office, Adobe Creative Suite), and mobile devices.
   • Troubleshooting and Problem-Solving: Ability to diagnose and resolve technical issues related to hardware, software, networks, and peripherals.
   • Networking Basics: Knowledge of network protocols, connectivity, and basic network troubleshooting.
   • Security Awareness: Understanding of basic security principles and best practices to protect against malware, phishing, and other threats.
2. Communication and Interpersonal Skills:
   • Excellent Communication: Ability to explain technical concepts clearly and concisely to non-technical users, both verbally and in writing.
   • Active Listening: Paying attention to user's descriptions of their issues to accurately understand the problem.
   • Empathy and Patience: Demonstrating understanding and patience when dealing with frustrated or stressed users.
   • Customer Service Orientation: A focus on providing positive and helpful service to end-users.
3. Service Delivery Standards:
   • Responsiveness: Providing timely responses to user requests and incidents.
   • Resolution Time: Aiming to resolve issues quickly and efficiently, while keeping users informed of progress.
   • Service Level Agreements (SLAs): Adhering to defined SLAs for response and resolution times.
   • Ticket Management: Using a ticketing system to track and manage user requests and incidents.
   • Knowledge Base: Maintaining a knowledge base of common issues and solutions for self-service support.
4. Other Important Requirements:
   • Documentation: Creating clear and concise documentation for users and internal use.
   • Training: Providing training to end-users on new software, hardware, and IT policies.
   • Adaptability: Keeping up-to-date with new technologies and trends.
   • Teamwork: Collaborating effectively with other IT staff and departments.
   • Experiences: Preferably with 1 year IT support experiences.

We regret to inform that only shortlisted candidates will be notified.

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