Role and Responsibilities:
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals
• Provide technical assistance and support for incoming queries and issues related to computer systems & software.
• Manage daily IT operations such as backups and ensure all IT processes are correctly completed and in place
• Coordinate with 3rd parties for setting/installation and maintenance system/applications.
• Follow up on outstanding requests and ensure timely resolution.
• Responsible for planning, implementation, support and maintenance of server related systems and new projects
• Configures, tests, maintain LAN/WAN, wireless equipment and related services.
• Identifies, diagnoses, and resolves network problems.
• Liaise with vendors and other IT personnel for problem resolution.
• Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations.
• Monitor system resource utilization, trending, and capacity planning.
• Reporting network operational status and managing projects.
• Create and maintain documentation
Qualifications:
• Bachelor Degree in Computer Engineering / Science / IT or related.
• 1+ years of experience as Desktop Support Engineer.
• Strong computer hardware diagnostic and troubleshooting skills.
• Must have experience troubleshooting desktop issues with Windows (7,8.1,10) & Mac hardware, as well as mobile devices (Android, iOS, and Microsoft)
• Set up, configure, manage, and maintain the OS, MS Office and company applications.
• Knowledge in Windows Servers, Active Directory, NAS, Anti-virus technology, WIFI system, Firewall, Cisco product.
• In-depth knowledge / experience and understanding on TCP, UDP, IP, Routing, Bridging, Network Topologies LAN / WAN / VLAN / MPLS / extended LAN technologies and related system problem solving experience.
• Task and time management skills, logical thinking attitude will be advantage.
• Strong problem solving. Service mind, and able to under pressure.
• To work with Global IT team for any IT requests.
• Able to travel upcountry and overseas.
• least 1 year working experience with airline system, especially with Reservation system will be advantage.
• Excellent verbal and written communication skill in English. (TOEIC score of 450 )
Desirable Qualities:
• Ability to work independently with high comfort level working in a diverse environment
• Good analytical and problem-solving skills to assess network performance and recommend changes.
• High sense of coordinating with team members and other departments
• Good interpersonal skills to communicate with users, vendors and other IT personnel.
• Hands-on experience with network monitoring and network diagnostic tools
• Able to travel as when it is required.
• Strong organizational skills;
• The ability to plan your own work, work on your own initiative an