IT Helpdesk/ IT Support Technician

Key Purpose of the Job: The IT Support Technician role consists of providing technical support to all stakeholders in the organization with respect to end-user devices, internet connection, printers and BAU software. The person will demonstrate a very strong service-oriented attitude and will rapidly service and resolve issues for stakeholders during all operating hours of the organization, including evenings and weekends on a regular basis when scheduled. The IT Support Technician will also assist the IT Manager and IT Network & Infrastructure Engineer in other tasks related to the technology field.

1. IT Support Operation (40%)

     Asset Management

• Conduct periodic IT asset/equipment inventory (stocktaking) and keep asset records accurate
• Manage equipment handover for new joiners and equipment retrieval/return upon employee departure, using proper handover forms
• Maintain and update the asset tracking report to ensure it is always up to date
• Arrange, categorize, and coordinate with other IT support members in managing IT equipment in stock, at Center and branches

     Administration & Documentation

• Prepare and submit purchase requests/quotations to the Purchasing team for assigned IT items and services
• Follow up with vendors on specifications, delivery schedules, and service terms for new quotations
• Track invoice and payment status with accounting to ensure timely settlement and avoid overdue payments
• Review vendor invoices and quotations against agreed terms and quality before submitting for approval and payment
• Store and organize quotations, invoices, payment records, handover forms, and other related documents accurately and carefully in the designated folders

     Project Support

• Provide operational support related to center renovation and other ad-hoc projects, if any
• Participate in and support other projects and initiatives led by the IT team as assigned, contributing to planning, execution, and follow-up to ensure timely completion

2. Daily IT Helpdesk (50%)

• Check and fix issues related to hardware and software in laptop/ PC of User
• Install and effectively configure all hardware, software, systems, networks, printers, and scanners of the organization
• Support users in using printers, projectors, user cable
• Support users accessing our company system with approval
• Troubleshoot and provide the solution for users using printer, Projector, and peripherals
• Provide rapid technical support (remote or on-site if needed) to users and customers by troubleshooting problems related to network and system performance or disruption across all operating hours of the organization
• Proactively handle assigned Helpdesk tickets, including contacting suppliers or stakeholders for resolution, to ensure punctual support and smooth operations within SLAs
• Support the creation / removal of user accounts and manage access permissions in the various systems in compliance with the information security procedures in place
• Monitor and maintain all systems and networks, computers, and software according to pre-determined schedule

3. End-users’ Guideline (10%)

• Ensure end users (new joiners, existing employees, students) understand and are briefed on current guidelines
• Update and propose guidelines that are still missing

While the above includes a description of the essential functions of the position, other duties may be assigned. This job description is subject to change at the discretion of management.

Candidate Requirements

• Education: Bachelor’s degree with a major in Information Technology or related fields.
• Experience: 1–3 years of relevant experience.
• FEMALE CANDIDATES ARE PREFERRED

Required Competencies

• English communication skills (basic)
• Agility
• Customer-oriented
• Detail-oriented, careful and meticulous
• Strong organizational skills
• Collaborative & teamwork spirit

Required Special Skills:

• Knowledge about Microsoft 365 and attached features and function
• Knowledge of Windows OS installation, configuration, and troubleshooting for laptop/PC, printers, projectors, and peripherals
• Experience using a Helpdesk ticketing system is a plus
• Basic knowledge about networking and network services: switching and routing, DHCP, DNS, IP LAN/WAN