Job Summary
The IT User Support Officer is responsible for providing effective first-line and second-line technical support to end users. This role ensures the smooth operation of IT systems, hardware, software, and networks by diagnosing and resolving technical issues promptly while delivering excellent customer service.
Key Responsibilities
- Provide technical support to users via phone, email, ticketing system, or in person
- Troubleshoot and resolve hardware, software, network, and system-related issues
- Install, configure, and maintain desktops, laptops, printers, and peripheral devices
- Support operating systems and standard business applications
- Create, manage, and maintain user accounts, passwords, and access permissions
- Monitor and maintain IT systems to ensure availability and performance
- Escalate complex issues to senior IT staff or external vendors when required
- Maintain accurate documentation of incidents, solutions, and system changes
- Assist with IT asset management, inventory tracking, and equipment allocation
- Support system upgrades, patches, backups, and security updates
- Provide basic IT training and guidance to users
- Ensure compliance with organizational IT policies and data security standards
Qualifications and Experience
- Diploma or bachelor's degree in information technology, Computer Science, or a related field
- 13 years of experience in an IT support or helpdesk role (fresh graduates may be considered)
- Strong command of Thai, both written and spoken.
- Strong command of English, both written and spoken.
- Relevant certifications (e.g., CompTIA A+, ITIL) are an advantage
Required Skills and Competencies
- Strong troubleshooting and analytical skills
- Knowledge of computer hardware, operating systems, and office software
- Basic understanding of networking concepts
- Familiarity with helpdesk or ticketing systems
- Excellent communication and customer service skills
- Ability to manage multiple tasks and meet deadlines
- Team-oriented with a proactive attitude
