General Responsibilities
- Troubleshoot user problems such as downtime, system errors, and a variety of issues related to the network, server applications, hardware, and software. Answer questions regarding system procedures, online transactions, security protocols and data retrieval.
- Ensure systems, services and infrastructure are provided in a consistent timely manner globally. Be the primary contact for the entire APEC but also work with HQ cross functionally to help to achieve the corporate goals in APEC. Communicate local challenges & initiatives to Global IT leads.
- Provide technical support for staff meetings and perform preventative and corrective actions on computing hardware, account maintenance. Conduct IT training for employees to instruct them on the proper computing practices, best use of company IT resources, cyber security awareness and mobility best practices.
- Help support computer and mobility device inventory for Novus IT assets in APEC. Ensure preventive maintenance on hardware and help support the overall lifecycle defined by corporate policy.
- Ensure IT support activities are properly recorded in the Novus helpdesk ticketing system and promote procedures to all users. Record incidents, requests and change orders. Report status monthly using defined formats.
- Obtain proposals and bids for services from external vendors. Help negotiate contracts and service agreements. Evaluate services and recommend alternative resources if needed. Track expenses and provide reporting on costs for the APEC.
- Adhere to the Novus Management System (NMS), Novus Integrity System (NIS) and all policies and procedures related to position assignment.
- Work with IT management and region management to develop and respect IT budget.
General Guidance for Key Knowledge/Skills/ Experience
- Bachelor's degree in Information Technology and 5+ years of information technology support experience in multinational corporation.
- Proven expertise in Microsoft 365 services, Microsoft Office software applications, Microsoft server and workstation operating systems (Windows 11), with general networking concepts (DNS, DHCP, switches, routers and firewalls) and working knowledge of SAP.
- Strong technical background in configuring, installing, and supporting modern desktop, laptop, and mobile devices.
- Sound organizational skills, ability to assess priorities and respond effectively to end-users within multicultural environment.
- Demonstrated experience in working with external vendors to evaluate bids and help negotiate contracts and work orders.
- Sound problem solving skills.
- ITIL Foundation certification
- Possesses a good ability to troubleshoot and solve problems
- Understands cultural differences and able to work with people from multiple cultures.
- Must be able to work independently and must be able to work in a team environment.
