Job Description :

Qualification :

Experienced as a IT Service Desk / IT Operations Support with 2+ years experience.

Core IT Support Knowledge:

Strong understanding of operating systems (Windows, macOS), and peripherals.
Experience supporting common business applications:
Microsoft 365 / Outlook / Teams / SharePoint.
VPN and remote access tools.
Web browsers and collaboration tools.
Basic understanding of LAN/WAN, VPN, DNS, DHCP, IP addressing, and network monitoring.
Printer setup, driver installation, and troubleshooting.

Tools & Platforms :

Monitoring & Incident Response :

Monitor IT systems, servers, applications and batch to ensure uptime and performance.
Respond to incidents and alerts in accordance with SLA and ITIL processes.
Perform system health checks, log reviews, and escalation when necessary.

Security Awareness :

Understanding of security best practices (password policies, MFA, phishing awareness).
Knowledge of endpoint protection and antivirus software.

Soft Skills & Core Competencies :

Excellent customer service and communication skills (verbal and written).
Ability to work in a 24x7 operations environment (shifts or on-call rotations).
Strong problem-solving and analytical mindset.
Ability to prioritize and multitask in high-volume environments.
Empathy and patience when dealing with non-technical users.
Documentation and knowledge sharing habits.
Strong team collaboration and accountability.
Attention to detail and proactive issue resolution.
Understanding of ITIL / Service Management principles (Incident, Request, Escalation).

Benefits :

IT Operation