Job Description

 JOB PURPOSE

To support the Technical Manager in ensuring the smooth operation of technical systems, equipment and projects within the organization. This role provides hands-on technical support to staff and clients, assists in managing technical teams and helps oversee project execution to meet company standards, deadlines, and budgets. Contributes to developing and implementing IT policies, system upgrades and quality assurance processes while staying current with emerging technologies to recommend innovative solutions that enhance organizational efficiency and performance.

KEY RESPONSIBILITIES
1.0 Technical Support & Operations

1.1 Provide technical support to employees and clients, troubleshoot issues, and ensure the
smooth functioning of systems and equipment.

1.2 Plan and implement system upgrades, software installations, and hardware replacements
while minimizing downtime.

1.3 Maintain data backups and implement preventive measures to avoid disruptions or data
loss.

1.4 Monitor system performance, identify potential problems, and implement solutions
proactively.

1.5 Assist in developing and maintaining Standard Operating Procedures (SOPs) for technical operations and maintenance.

1.6 Coordinate with vendors and service providers for equipment servicing, calibration, and repair works.

1.7 Support the setup, testing, and commissioning of new systems, tools, or technical infrastructure.

1.8 Ensure all technical operations comply with safety regulations, company policies, and industry standards.

1.9 Assist in troubleshooting critical breakdowns and ensure minimal downtime through prompt corrective action.

1.10 Maintain accurate documentation of system configurations, licenses, and maintenance records.

 

2.0 Project Coordination & Execution

2.1 Assist the Technical Manager in overseeing project progress, ensuring projects are
delivered on time, within budget, and meet quality standards.

2.2 Coordinate with cross-functional departments (engineering, production, operations) to
ensure seamless project execution.

2.3 Support preparation of project plans, schedules, and technical documentation.

2.4 Track key performance indicators (KPIs) and report project status to management.

2.5 Assist in resource planning, including manpower, materials, and equipment allocation for project activities.

2.6 Monitor project milestones and proactively identify potential risks, delays, or resource constraints.

2.7 Prepare progress reports, technical summaries, and presentations for internal and external stakeholders.

2.8 Coordinate with suppliers and contractors to ensure timely delivery of materials and services in line with project requirements.

2.9 Support project cost control by tracking expenditures and verifying project-related claims and invoices.

2.10 Facilitate technical meetings, design reviews, and coordination sessions between internal teams and clients.

 

3.0 Team Support & Development

3.1 Support the Technical Manager in managing IT or technical staff, including task allocation
and performance monitoring.

3.2 Provide training, mentorship, and development opportunities for technical team members.

3.3 Foster a collaborative and problem-solving work culture among the technical staff.

3.4 Assist in evaluating staff performance, identifying skill gaps, and recommending training or upskilling initiatives.

3.5 Encourage knowledge sharing and cross-functional learning among team members to build versatility.

3.6 Support onboarding and orientation of new technical employees to ensure alignment with departmental goals and standards.

3.7 Help establish clear communication channels and reporting structures within the technical team.

3.8 Promote adherence to standard operating procedures (SOPs), company policies, and safety regulations.

4.0 Policy, Compliance & Quality Control

4.1 Assist in developing and implementing IT policies, procedures, and best practice guides for technical operations.

4.2 Conduct regular audits of hardware, software, and systems to ensure compliance with
company standards and regulatory requirements.

4.3 Perform technical quality checks and support corrective actions to maintain compliance.

4.4 Ensure adherence to cybersecurity policies, data protection laws (e.g., PDPA), and internal IT governance standards.

4.5 Maintain up-to-date documentation of all compliance audits, risk assessments, and technical certifications.

4.6 Support periodic reviews and updates of technical manuals, user guides, and operating procedures.

4.7 Collaborate with internal and external auditors to provide required documentation and evidence during compliance reviews.

4.8 Monitor license validity and ensure all hardware and software assets are legally procured and properly registered.

4.9 Assist in implementing ISO standards related to IT management (e.g., ISO 27001, ISO 9001) and ensure continuous conformity.

4.10 Establish performance benchmarks for technical processes and monitor adherence to quality metrics.

 

5.0 Communication & Stakeholder Management

5.1 Clearly communicate technical processes, project updates, and risks to management,
clients, and other stakeholders.

5.2 Act as a liaison between technical teams, vendors, and business units to resolve issues
efficiently.

5.3 Prepare and present technical reports, proposals, and performance summaries for management review.

5.4 Facilitate coordination meetings to align expectations between technical, operations, and commercial teams.

5.5 Maintain consistent communication with suppliers and service providers to track deliverables and performance.

5.6 Translate complex technical concepts into clear, non-technical language for users and management.

5.7 Support the Technical Manager in client discussions, site visits, and technical presentations.

5.8 Provide regular updates to management on project progress, challenges, and recommended solutions.

 

6.0 Research, Innovation & Continuous Improvement

6.1 Stay updated with new technology trends, evaluate their potential for the organization, and
propose innovative solutions.

6.2 Identify opportunities for process improvement, cost reduction, and increased system
efficiency.

6.3 Support implementation of automation or digital transformation initiatives where
applicable.

6.4 Conduct feasibility studies and cost-benefit analyses for proposed technological upgrades or system improvements.

6.5 Collaborate with cross-functional teams to pilot and test new tools, systems, or software before full-scale deployment.

6.6 Gather and analyze performance data to identify bottlenecks, inefficiencies, or areas for enhancement.

6.7 Develop and recommend best practices and standardized procedures for technical operations.

6.8 Document lessons learned from projects and share insights to improve future workflows.

6.9 Support the Technical Manager in evaluating emerging vendors, products, and solutions for potential adoption.

 

7.0 Risk Management & Security

7.1 Assist in monitoring cybersecurity risks and ensuring security protocols are followed.

7.2 Support disaster recovery planning and business continuity strategies.

7.3 Identify, assess, and report potential operational, technical, or system-related risks to management.

7.4 Assist in implementing risk mitigation measures for IT systems, equipment, and technical processes.

7.5 Monitor network, software, and hardware security, including firewalls, antivirus, and access controls.

7.6 Support periodic security audits, vulnerability assessments, and compliance checks.

7.7 Coordinate incident response procedures and assist in investigating security breaches or system failures.

 

8.0 Reporting & Documentation

8.1 Maintain accurate documentation of technical procedures, project progress, and system
configurations.

8.2 Prepare regular reports for management on system performance, project milestones, and
team productivity.

8.3 Document troubleshooting steps, technical resolutions, and preventive measures for future reference.

8.4 Maintain logs of hardware, software, licenses, and technical assets for tracking and audit purposes.

8.5 Compile data for key performance indicators (KPIs) and generate performance dashboards for management review.

8.6 Prepare reports on project budgets, resource utilization, and technical issues for informed decision-making.

8.7 Ensure all technical documentation complies with company standards and regulatory requirements.

8.8 Assist in creating and maintaining user manuals, SOPs, and training materials for staff.

8.9 Support documentation of lessons learned, best practices, and post-project evaluations.

8.10 Maintain records of vendor communications, contracts, and service agreements.

 

9.0 Anti-Bribery Compliance

9.1 Comply to anti-bribery & corruption management system

9.2 Communicate to department employee the importance of compliance to anti-bribery and
corruption management

9.3 Direct and support department employee to contribute to the effectiveness of the anti-
bribery & corruption management system

9.4 Promote anti-bribery culture within the department

9.5 Promote continual improvement to department processes.

 

10.0 Continuous Improvement

10.1 Continuously evaluate technical processes, systems, and workflows to identify inefficiencies or bottlenecks.

10.2 Propose and implement process enhancements to increase productivity, reduce costs, and improve service quality.

10.3 Support the adoption of automation tools, digital solutions, and innovative technologies to streamline operations.

10.4 Collect and analyze performance data to measure the impact of improvements and identify further optimization opportunities.

10.5 Collaborate with cross-functional teams to implement best practices and standardized procedures across technical operations.

10.6 Facilitate training sessions and knowledge-sharing workshops to upskill team members and improve operational efficiency.

10.7 Support pilot projects and trial runs of new technologies, tools, or processes, documenting results for full-scale implementation.

Job Requirements

 (a) Bachelor’s degree in Information Technology, Computer Science, Engineering, or a
related technical field (preferred).
(b) Demonstrated experience in technical support, IT systems management, or a similar role
(typically 3–5 years).
(c) Experience in coordinating projects, managing resources, and supporting technical
operations.

(d) Familiarity with IT infrastructure, network administration, hardware and software
troubleshooting, and system maintenance.
(e) Knowledge of cybersecurity principles, data protection regulations (e.g., PDPA), and best

 practices in IT governance.
(f) Experience with project management tools, workflow management, or system monitoring

  software.
(g) Strong analytical and problem-solving skills with the ability to propose and implement 

technical solutions.
(h) Excellent communication skills, both written and verbal, to liaise effectively with technical

  and non-technical stakeholders.

Skills