Your Responsibilities:

Work hours 2:00pm to 11:00pm

• Diagnoses and resolves IT-related issues effectively and efficiently.

• Ensures that computers are delivered in a 'ready-to-use' condition for IT users.

• Provides ad-hoc training to users on common IT issues and guides them through self-service tools.

• Manages the physical stock of devices and accessories, including updates in the Configuration Management Database (CMDB).

• Conducts regular inventory checks for relevant hardware.

• Coordinates logistics by utilizing local logistics providers to transport and relocate devices between locations.

• Handles warranty cases in collaboration with the appropriate Original Equipment Manufacturers (OEM) vendors.

• Identifies and report potential risks that could impact the quality of OSS services.

• Offers support to end users and ensure the functionality of IT equipment and software in meeting rooms and other user collaboration areas as part of desk-side support.

• Hosts and assist third-party technicians.

• Performs routine checks of computer rooms, including monitoring temperature, air conditioning, cabling, and general functionality.

• Adheres to prescribed OSS governance, which involves participating in meetings and following the escalation process, among other responsibilities.

• Follows OSS procedures as outlined in the Runbook, Standard Operating Procedures (SOPs), and knowledge articles.

• Recommends equipment modifications or improvements to achieve operating efficiencies and ensure customer satisfaction within a factory environment (when applicable) 

• Support process engineering & maintenance as related to non-standard IT hardware, non-standard systems, IT-related production equipment, machine control issues, etc. (when applicable)

• Responsible for the setup and deployment of hardware of various types of software. (when applicable)

Your Background

• Formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT.

• 2 years of experience in similar roles.

• Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English. (Fluent in English is a mandatory requirement

• Proactive and solution-oriented mind-set

• Demonstrates an ability to work independently and is self-driven

Tools:

• Service Now

• MS Office 365

• Windows

• iOS

• Asset Management Tools.

Methodologies:

• ​Lean 6 Sigma

• ITIL