1. 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
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