Job Description

Job Description

The Opportunity

ASW Global is an Australian company specializing in International partnerships, helping  Australian companies find, integrate, and manage international talent. With offices in Sydney, Vietnam, the Philippines, Thailand, and Malaysia, we recruit and nurture talent for long-term careers with Australian companies. Our goal is to help Australian companies build highly capable international teams to meet their business goals. We provide access to premium talent in emerging markets and opportunities for growth, learning, and development.

Join our dynamic ASW IT Team! Exciting opportunity for Mid Level Onsite Technical Support for ASW Philippines Office. Be part of a talented team providing cutting-edge solutions and hands-on support to our diverse workforce. If you're ready to make a meaningful impact and thrive in a collaborative environment, apply now .

Key Responsibilities

• Confidentiality and NDA Compliance: Handle confidential files and proprietary data with utmost discretion. Adhere to NDAs and company policies to protect organizational interests and maintain stakeholder trust.
• VIP and Management Support: Provide prompt and efficient IT support to VIPs and management, maintaining professionalism and confidentiality with sensitive information.
• Transparent Communication: Communicate technical issues and resolutions clearly to end-users, building trust and rapport to enhance satisfaction.
• Customer Service Excellence: Deliver exceptional customer service by addressing inquiries and technical issues promptly, striving to exceed user expectations.
• Hardware Troubleshooting: Diagnose and resolve hardware issues with laptops, conference devices, printers, and other office equipment, coordinating with vendors as needed.
• Software Troubleshooting: Resolve issues with Microsoft Office applications, VOIP softphones, Windows 10/11, and other productivity software.
• Incident Management: Manage incident processes, including ticket triaging, prioritization, escalation, and resolution, ensuring SLA adherence and thorough documentation.
• Understanding of Priority and Urgency: Assess IT issues' priority and urgency, making informed decisions to allocate resources and resolve incidents promptly.
• Escalation Management: Provide guidance to junior support personnel, handling escalated tickets and ensuring timely resolution and SLA adherence.
• Collaboration with Resolver Groups: Work with Infrastructure and Network teams to resolve complex issues, facilitating efficient communication and problem resolution.
• Office 365 Administration: Manage Office 365 environments, including Exchange Online, SharePoint, Teams, and OneDrive. Handle Intune for MDM and MFA for enhanced security.
• User Account Management: Create and manage user accounts, adhering to security policies in provisioning and de-provisioning processes.
• Networking Knowledge: Understand networking concepts, including switches, UPS, VLAN, and basic troubleshooting. Assist with server room maintenance as needed.
• VPN and Remote Environment Support: Configure and maintain VPN tools and support remote environments, ensuring secure remote access for users.
• Remote Support Tools Management: Use remote support tools like TeamViewer and AnyDesk to provide assistance and troubleshoot issues efficiently.
• Asset Management and Inventory Tracking: Maintain accurate records of IT assets, tracking status, location, and assignment, and implement an asset tagging system.
• Asset Maintenance and Disposal: Coordinate repairs and replacements, manage spare assets, and oversee the disposal of obsolete assets according to policies.
• Warranty Tracking and Vendor Communication: Track warranty information and initiate claims for eligible assets, coordinating repair requests with vendors

Skills, Qualifications & Experience

• Degree in BS/BA in Computer Science/Engineering or Information Technology
• Basic experience in a technical support environment
• Able to identify defined standards, tools, and processes
• Good written and verbal communication skills
• Organized, detail oriented and with a sense of urgency
• Experience in any of the following: Active Directory, Group Policy, Office365 applications, Azure, Remote Tools (Anydesk, TeamViewer), Softphone (Zoiper), Cloning/Imaging software
• Knowledgeable in basic network troubleshooting
• Working with the support ticket tracking system (open, reply, update and close support tickets) and answering inquiries from customers.
• Familiar with hardware troubleshooting (Desktops, Laptops, network printers, conference room equipment, and other IT assets)
• Experienced with Asset Inventory Management / Procedure

ASW Offers

• A diverse, inclusive, and supportive company culture.
• Competitive remuneration.
• Opportunity to collaborate and work with global clients and stakeholders.
• Medical benefits.
• Great Paid Leave entitlements.
• Team outings, travel opportunities, company parties/events, and other exciting activities.
• Exposure to an international environment, working with people across Malaysia, Vietnam, the Philippines, and Australia.
• Industry and role-related training.
• Ongoing career opportunities. 

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Job Requirements