Job Description
- Supervise, mentor and train helpdesk staffs, manage work schedules and ensure team members have skills and knowledge to perform their roles.
- Monitoring service performance and taking corrective actions to maintain service quality.
- Implementing proactive measures to prevent recurring issues and improve service stability.
- Contributes to improve customer support by actively responding to queries and handling complaints.
- Managing vendor relationships and ensuring third-party providers meet SLA and contractual obligations.
- Coordinating with cross-function teams to support IT service and service management.
- Ensuring compliance with IT governance, internal policies, and industry standards.
- Measure performance and evaluate each member to allocate the right person at right position.
- Team leadership and empower the team members (training, knowledge sharing, coaching).
- Communication, problem solving, troubleshooting, active listening, time management.
- Perform and manage routine server maintenance, data backup, and ensure system availability and uptime, recovery tasks as necessary.
- Assist in managing email servers, storage systems, and user access controls.
- Install, configure, and maintain servers (Windows/Linux) and virtualization platforms (VMware, Hyper-V).
- Monitor and maintain network infrastructure (LAN/WAN), ensure connectivity, diagnose network issues, and coordinate with vendors or ISPs as necessary.
- Assist in the planning and execution of infrastructure upgrades and deployment processes.
- Support the implementation of server and network security measures (firewall policies, VLANs, access controls).
- Document and maintain accurate records of network topologies and device configurations.
Job Requirements
- Bachelor's degree or IT Diploma in a related field.
- At least 6 years of technical experience as an IT professional and more than 3 years of supervisory experience.
- Passion to work in the technology industry.
- Excellent leadership, communication, and interpersonal skills
- Strong problem-solving abilities and technical knowledge across various hardware.
- Understanding and good knowledge of technologies such as networks, servers, storage, backup and data center solutions.
- Experience in managing IT support staff and processes.
- Familiar with IT support best practices and frameworks (Eg: ITILs).
- Able to prioritize tasks and work effectively under pressure.
- Customer-service oriented with a problem-solving attitude.
- Written and verbal communication skills in English.
- Able to travel if required.
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