Job Description

• Incident and Service Management:
• Act as the primary point of contact for all IT incidents and service requests, providing timely and professional support via phone, email, and in-person.
• Log, prioritize, and assign incidents and service requests using Jira ITSM tool, ensuring accurate documentation and resolution tracking.
• Take ownership of incidents, manage them through to resolution, and escalate to appropriate teams when necessary to ensure SLA compliance.
• Technical Support, System and Network Administration, and Application Management:
• Provide Level 1 and Level 2 support for laptops, standard applications, customized business application and IT infrastructure components.
• Manage user accounts, permissions, access controls, and perform routine backups.
• Troubleshoot and resolve issues related to network connectivity, infrastructure components (e.g. printers, access control systems, CCTV) and conduct root cause analysis for recurring problems.
• Collaborate with corporate in managing network infrastructure including setup, installation and maintenance of network switches, wireless access points and controllers. 
• Lead in the setup, configuration, and support of Video Conferencing (VC) equipment including Microsoft Teams Rooms (MTR) and integrated VC solutions for meetings, events, and conferences. 
• Asset Management and Procurement:
• Oversee the lifecycle of IT assets, including procurement, configuration, maintenance, and disposal.
• Coordinate with vendors for quotations, purchase orders, and delivery logistics, ensuring compliance with contracts and budgetary constraints.
• Maintain accurate records of licenses, contracts, and statutory compliance related to IT assets and services.
• Security and Compliance:
• Implement and enforce security policies and procedures to safeguard the company's IT infrastructure from cyber threats.
• Monitor and maintain compliance with quality standards, service level agreements, and regulatory requirements.
• Manage incident response initiatives in the event of a security breach or system failure. 
• Vendor and Partner Management:
• Engage with vendors and partners to resolve technical issues related to hardware, software, and IT services.
• Liaise with authorized service providers for warranty claims, replacements, and service maintenance.

Job Requirements

•  Bachelor’s degree in computer science, Information Technology, or related field preferred.
• Minimum 5 years or above working experience in IT field. 
• Familiar with incident management systems and ITIL framework practices.
• Effective communication skills with a customer-focused approach while maintaining and complying the ISMS standards and compliances. 
• Ability to manage multiple priorities and work effectively under pressure.
• Possess continuous improvement and digitalization initiatives mindset.
• High Integrity and demonstrate sound work ethics, promoting a professional and respectful work environment.

Skills