3. Duties and Responsibilities
Infrastructure
• Partner with Corporate IT to resolve infrastructure issues and i-----------, ensuring compliance with CIS standards.
• Monitor and maintain network and server performance, addressing issues promptly to ensure reliability.
• Troubleshoot and resolve problems related to LANs, WANs, and internet systems.
• Install, configure, and maintain physical servers and network equipment.
• Implement and monitor information security measures, including vulnerability management, business continuity and disaster recovery plans.
• Apply security patches and updates based on monthly scan results.
• Execute group IT projects at local sites, ensuring timely and effective delivery.
• Analyze, troubleshoot, and recommend solutions for network and infrastructure challenges.
• Maintain and support phone systems (e.g., Mitel), including user training and supplier coordination.
• Provide 24/7 response to critical infrastructure i-----------.
• Complete other tasks as assigned by the IT Manager or Head of IT APAC.
Service Desk
• Deliver 1st level IT support for hardware, software, and M365 issues across APAC sites, ensuring resolution within SLA timelines. Collaborate with Corporate IS to resolve user issues when necessary.
• Diagnose and guide users in resolving technical problems, both remotely and on-site.
• Handle onboarding and offboarding processes, including equipment setup, account management, and system access.
• Set up, repair, and maintain computer equipment and related devices, such as RFGUN, scanner, barcode printer, PAD, etc.
• Conduct user training sessions and create clear IT documentation to enhance user knowledge and self-sufficiency.
• Manage and maintain IT assets, including tracking, warranty extensions, and system updates, ensuring all system information is accurate and up to date.
• Oversee IT-related contracts, licenses, and renewals, ensuring compliance and cost-effectiveness.
• Assist in group/local infrastructure projects related to client needs.
• Provide backup support for the FAJ site as required.
