Company Overview
A global medical device leader, committed to innovation, operational excellence, and delivering high-quality support to internal stakeholders across the region.
Job Summary
The IT Support Specialist provides advanced technical support and maintenance for end-user computing environments, ensuring effective IT resource use and service delivery aligned with SLAs across Southeast Asia.
Responsibilities
- Install, configure, maintain, and troubleshoot hardware, software, computers, printers, and peripheral devices to optimize IT resource utilization
- Deliver technical support for assigned applications, systems, databases, and IT services while meeting service level agreements (SLAs)
- Monitor and manage incoming support requests through ticketing systems, escalating urgent issues to appropriate teams promptly
- Provide phone support according to assigned rotation schedules to ensure continuous user assistance
- Collaborate with internal departments and Global IT teams to implement, upgrade, test, and deploy IT systems and solutions
- Manage and coordinate IT projects by preparing status reports, maintaining documentation, and communicating with stakeholders
- Oversee outsourced End User Support vendors locally and across Southeast Asia to maintain service quality and operational efficiency
- Support and collaborate with APAC End User Support teams on resolving technical issues and managing daily operations
- Create, update, and maintain technical documentation, procedures, and process guides to support knowledge sharing and compliance
- Stay informed on system enhancements, technology updates, and IT best practices to continuously improve support services
- Perform additional duties as assigned by the direct manager to support IT team objectives
Required competencies and certifications
- High school diploma or equivalent
- Minimum 4 years of experience in technical or systems support environments
- Ability to sit for extended periods and regularly use hands and arms
- Capability to occasionally lift and/or move items up to 30 pounds
- Visual acuity sufficient to perform job duties safely and effectively
Preferred competencies and qualifications
- Associate's Degree or Bachelor's Degree in Computer Science, MIS, or related discipline
- Experience in a manufacturing environment
- Hands-on experience with IT Helpdesk or ticketing systems
- Knowledge of ITIL practices
- Familiarity with Microsoft Office applications including Excel, PowerPoint, and Word
- Strong communication and interpersonal skills to collaborate effectively with regional and global teams
- Ability to manage multiple priorities and work independently
- Good documentation and reporting skills
