Job Summary

This is a full-time role that entails providing IT support and assistance to end-users and clients, ensuring the smooth operation and maintenance of hardware, software, and network systems.

The IT Technician is the first point of contact for troubleshooting technical issues, offering solutions to end-users both remotely and on-site to minimize business disruption.

Job Scope

• Technical support for hardware, software, and network issues, following established IT procedures and best practices

• First point of contact for troubleshooting hardware/software faults and solving technical problems for on-site and remote users (face-to-face or via video call/phone)

• Assistance with installing and configuring computer systems

• Monitor and maintain computer systems and networks, ensuring they are operating efficiently and securely

• Life cycle management: Maintain an inventory of IT equipment (desktops, laptops, smartphones, etc.) and software licenses, from procurement to deployment, support, and eventual decommissioning, including vendor management

• Liaise with IT Helpdesks in Germany and China/APAC to escalate complex issues and coordinate support efforts effectively across regions

• Support the roll-out of new applications and provide support, including procedural documentation and relevant reports

• Provide basic training to end-users on IT systems and software, including the preparation of learning tools and self-help documents

• Analyze user metrics and address unmet expectations through support and training

• Gather feedback, act, and respond appropriately

• Assist with IT projects as needed

Job Requirements

• Diploma in Computer Science, Information Technology, Engineering, Project Management, or a related field

• Up to 3 years of experience in IT support or a related role

• Proficiency in troubleshooting hardware and software issues

• Experience with remote support tools, Windows operating systems / Microsoft Office and SAP

• Knowledge of SalesForce, ServiceNow, and Cisco technologies is a plus

• Team player in an international environment; travel to Representative Offices within SEA may be required

• Committed to providing exceptional customer service and user support

• Willingness to learn new technologies

• Experience in, or willingness to learn, IT project management, including the ability to coordinate multiple tasks and projects simultaneously