Overview
The End-User Support / Infrastructure Support Technician provides reliable, high-quality IT support with a focus on customer service, technical expertise, and timely resolution. This role involves deskside assistance, troubleshooting, and collaboration with Site Services and other IT teams (Audio Visual, Network, Server, Print).
Key Responsibilities
- Diagnose and repair laptops, desktops, tablets, peripherals, and mobility devices (iOS/iPhone/iPad).
- Provide IMAC (Install, Move, Add, Change) support, including office relocations.
- Support operating systems, MS Office, business applications, and imaging devices (printers/MFDs).
- Manage tickets in Remedy, ensuring SLA compliance and clear communication with end users.
- Coordinate with vendors for warranty repairs and replacements.
- Deliver VIP and home-office support.
- Assist with compliance tasks, risk assessments, and facility inspections.
- Provide IT support for events, meetings, disaster recovery, and emergency response.
- Participate in rotational on-call support outside business hours.
- Perform data center support: racking/stacking, cabling, upgrades, reboots, and incident resolution.
- Maintain IT facilities and manage hardware inventory/logistics.
- Liaise with vendors and support rollout of new technologies.
- Contribute to cybersecurity, business continuity, and disaster recovery activities.
Requirements
- Bachelor's degree in Computer Science, Information Technology or any related field.
- Minimum 5 years experience in end-user and infrastructure support.
- Strong knowledge of operating systems, end-user hardware, and troubleshooting.
- Proficiency with ticketing systems and helpdesk services.
- Familiarity with TCP/IP and network connectivity.
- Excellent communication skills (English & local language).
- Strong customer service orientation with a Customer First mindset.
- Ability to lift/move equipment and work in data center environments.
- Flexibility to travel and provide on-call support.
- Technical certifications preferred.
- Demonstrated problem-solving, adaptability, and accountability.
