First-Line Technical Support:
- Act as the first responder for critical IT incidents (P1 issues) to minimize disruption and ensure timely resolution.
- Troubleshoot hardware and software issues for end-users, including laptops, printers, POS systems, CCTV, and network equipment.
- Provide user support for both F&B and Beauty Group related IT matters (depending on assignment).
System & Network Maintenance:
- Perform routine system maintenance, monitoring, and troubleshooting for hardware, software, and network infrastructure.
- Oversee and maintain group network infrastructure and ensure stable and secure connectivity.
- Support cloud environment operations, including AWS server monitoring, backups, and security compliance (for Network Consultants).
Asset & Inventory Management:
- Maintain accurate records of IT hardware and software inventory.
- Coordinate IT asset deployment, ensuring proper documentation, tracking, and replacement as required.
Project & System Support:
- Assist with IT project implementation, system enhancements, and escalations to 2nd level support when necessary.
- Document issue resolutions and troubleshooting steps clearly in JIRA for knowledge sharing.
User & Access Management:
- Manage user accounts, system access, and email groups in compliance with security protocols.
- Ensure proper clearance and access removal for resignees.
Cybersecurity & Data Compliance:
- Participate in system monitoring for threats, conduct security audits, and assist with vulnerability assessments.
- Support compliance with PDPA (Personal Data Protection Act) guidelines across departments.
Communication & Documentation:
- Provide clear, non-technical explanations to users.
- Maintain proper task tracking and reporting through JIRA and daily updates as required.
- Keep IT calendars and records updated, including site visits and leave arrangements.
Outlet & Remote Support:
- Conduct on-site support at outlets when necessary, carrying required equipment.
- Provide remote support for overseas teams or outlets as needed.

Requirements:

Diploma in Information Technology, Computer Science, or a related field.
Minimum 1-2 years of relevant IT support experience.
Strong knowledge of hardware troubleshooting, basic networking, and system administration.
Familiarity with cloud platforms (AWS preferred), Google Workspace, Zoom Phone, and common business systems.
Good understanding of IT asset management and security practices.
Ability to work under pressure, prioritize tasks, and meet deadlines.
Strong interpersonal and communication skills, with the ability to explain technical issues in simple terms.
Proactive, reliable, and willing to learn new technologies.

Desirable Attributes:

Team player with a positive attitude and patience in handling user frustrations.
Willingness to support after-hours or weekend tasks for urgent issues.
Ability to adapt to new processes and evolving system requirements.
Attention to detail in record-keeping and documentation.

IT Executive