Working Hours: Monday to Friday, 9:00 AM – 6:00 PM, supporting the Technical Support Line; occasional work outside standard hours may be required based on business needs.
Serve as the first and single point of contact (SPOC) for IT service requests and incidents from global end-users.
providing IT administration and 1st-level technical support for international business units across multiple time zones within a centralized shared service center in Bangkok.
Respond to user requests and incidents via phone, email, and online channels, logging all cases into the service desk system per established procedures.
Monitor, follow up, and escalate incidents in accordance with agreed Service Level Agreements (SLAs).
Provide 1st-level remote technical support for applications, infrastructure, systems, networks, and desktop/end-user clients.
Experience with Jira Service Management and Asset Management is a plus.
Set up, configure, and support Windows-based computers, macOS workstations, and peripheral equipment (printers, scanners, video conferencing systems, etc.).
Perform routine preventative maintenance and apply software/hardware updates to minimize system downtime and outages.
Perform administrative tasks in Active Directory and Microsoft 365.
Microsoft 365 administration experience is a plus.
Microsoft Azure experience is a plus.
Support the wider IT infrastructure team to ensure systems remain well-maintained and operational.
Maintain accurate IT asset records, including tracking, allocation, and lifecycle management of hardware and software.
Maintain adequate stock of IT equipment to support business operations and growth.
Coordinate with the purchasing department on IT equipment requirements and procurement.
Liaise with local IT teams, development teams, corporate IT, and external vendors on service requests, tickets, and issue resolution.
Support IT onboarding and offboarding processes for employees.
Continuously develop technical, functional, and interpersonal competencies.
Maintain a strong customer service orientation to enhance end-user satisfaction.
Qualification
Bachelor's degree or higher in Computer Science, Computer Engineering, Information Technology, or a related field.
At least 3 years' experience working in a shared service environment/ customer support service center supporting medium to large applications in a diverse environment globally.
At least 3 years' experience providing user support of client applications, PC/Windows network infrastructure, and customer business applications.
Good command of written and spoken English.
Ability to manage multiple tasks and priorities efficiently.
Service minded.
Experience with Jira Service Management and Asset Management is a plus.
Microsoft 365 administration experience is a plus.
