IT Technical Support Engineer

JOB SUMMARY

As an IT Technical Support Engineer, you will provide IT support to end users at multiple factories and offices. Your responsibilities include troubleshooting end user devices and IT services, implementing and documenting authorized changes, and maintaining the Configuration Management Database (CMDB) to keep track of IT assets. You will work regular office hours and overtime as needed to deliver 24/7 IT Managed services with a customer service mindset. You are expected to comply with IT policies and guidelines, collaborate with internal teams, and offer technical solutions following best practices for continuous improvement.

KEY DUTIES AND RESPONSIBILITIES

- Provide IT support to end-users and other locations when required.- Troubleshoot incidents, update information, and restore/deliver IT service requests within Operational Level Agreements/Service Level Agreements, following ITSM best practices.- Create, implement and document authorized changes, attend CAB’s meetings when required.- Overviewing and updating CMDB to ensure IT inventory accuracy and up-to-date.- Working on office hours and overtime when required to deliver 24/7 IT Managed services, with strong customer service mindset.- Complying and contributing to IT policies, standards, SOP and guidelines.- Collaborate with other IT department, users and vendors to ensure optimal performance and security of IT systems and devices.- Provide training and guidance to users on IT policies and best practices, promoting. Knowledge sharing spirit.- Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up company’s culture.- Communicating and networking with 3rd partner’s experts in escalated situations.- Assisting and contributing on-going projects if required- Research and offer in-dept technical solutions for complex problems or projects.- Evaluating, presenting and discussing with line manager on Objective and Key Results (OKRs)/KPI method in a regular basis.