Senior IT Helpdesk

Responsibilities:

• Ensuring that all malfunctioning equipment is inspected and repaired in a timely manner.
• Providing day-to-day support for end user requests related to desktop software/hardware, printers, video conferencing and all IT related issues.
• Follow up with users to ensure the issue has been resolved.
• Active Directory Management. (Create/Manage User, Group, OU)
• 1st tier level support ticketing system under SLA.
• IT Asset Inventory Management.
• IT Project Management experience.
• Keen in learning new technologies.
• Managing technical documentation / Instruction guide.
• Performs other related duties as assigned.
• Log all activity in the Ticketing system
• Gain Satisfaction feedback from users regarding IT Services.
• Monitor Endpoint Antivirus Portal (Virus Infection Detection) and maintain USB restriction.
• Handle OS Security patch update.

Requirements:

• Bachelors degree in computer science, information technology, or related field.
• Senior technical support or help desk experience 3-5 years.
• Ability to identify, research, and resolve technical problems.
• Ability to work as part of a team and dependently.
• Ability to participate on-call shift (weekend)
• Flexible with change, work well under pressure and in a fast-paced environment.
• Basic knowledge of windows os and mac os.
• Self-motivated; work well independently and with a team.
• Strong communication (verbal & written) & customer-service skills.
• Good customer service skills.
• Strong work ethic and attention to detail.
• Knowledge of Atlassian tools (Jira, Confluence) will be an advantage.
• Knowledge in MS O365, installation and troubleshooting.
• Knowledge in G-Suite or Google Workspace (Gmail, GSheet, GDrive, GDoc, Meet,
• etc.) and troubleshooting.
• Strong English is an advantage.

Note:

• Senior IT Helpdesk must come to work at the office 3-5 days a week and 2 locations are supported. (TDPK and Fortune)
• After passing the probationary period WFH 1-2 days a week will be provided.