[Job ID: 1641635]
Roles & Responsibilities
Provide end-user support for hardware and software issues across devices such as desktops, laptops, monitors, keyboards, printers, wireless scanners, mobile devices, Wi-Fi access, and other peripherals.
Key Responsibilities
- Respond to, troubleshoot, and resolve IT-related technical issues reported by internal users.
- Track and manage incidents, ensuring timely and courteous resolution.
- Log, monitor, and close service requests using the Service Desk system.
- Escalate complex technical issues to appropriate teams via the helpdesk platform.
- Perform software installation, updates, and configuration as directed.
- Handle installation, setup, and deployment of new PCs, including support for PC rollout activities.
- Maintain and configure printers, copiers, and telephony systems (PABX/VoIP).
- Update and maintain IT asset records, including PC inventory and loaner equipment.
- Support onboarding by assisting with IT-related training for new hires.
- Collaborate with PC Support Coordinators to prioritize tasks and resolve advanced issues.
- Evaluate and procure IT equipment, including computers, printers, and network devices.
- Ensure compliance with organizational policies, including quality standards, health and safety, code of conduct, legal requirements, environmental guidelines, and 5S practices.
Experience & Skillsets
- Diploma or Bachelor's Degree in Information Technology or a related field.
- Proficient in Microsoft Windows OS, Microsoft Outlook, and Office applications.
- Experience with Active Directory administration, including user account management and DHCP.
- Hands-on experience with local and network printer configuration and troubleshooting.
- Knowledge of wireless LAN setup and configuration.
- Experience with mobile device setup and support (iOS and Android).
- Basic networking knowledge, including PABX (e.g., Siemens) and VoIP (e.g., Cisco).
- Ability to perform end-to-end setup, deployment, and repair of desktops and laptops.
- Minimum 2 years of experience in LAN and PC support.
- At least 2 years of experience supporting Active Directory in a production environment.
- Experience in a Service Desk environment is an advantage.
- Strong analytical and problem-solving skills.
- Customer-focused mindset with good interpersonal skills.
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EA Personnel Name: Zoe Lang Zhen Zhen
EA Personnel Registration Number: R23117353
EA License No.: 07C5771
