Job Description

Job Summary:

We are seeking a dedicated and highly motivated IT Operations & Support Engineer to join our dynamic IT team. In this role, you will be responsible for the day-to-day management and support of our IT infrastructure, ensuring the reliability and efficiency of systems, networks, and services. You will also provide hands-on technical support, troubleshooting, and issue resolution together with IT team from various APA location to ensure minimal downtime and seamless operations. The ideal candidate will have a strong technical background in IT systems, a passion for problem-solving, and the ability to collaborate across teams to ensure optimal performance and user satisfaction.

Key Responsibilities:

1. IT Operations Management:

• Monitor and manage the health and performance of IT infrastructure, including servers, networks, and cloud environments.

• Oversee system updates, patch management, and scheduled maintenance to ensure smooth operation.

• Execute and document operational tasks, such as backups, security checks, and system health assessments.

• Ensure maximum network and system uptime through active monitoring and preventive maintenance.

• Manage and support mobile device, PC, servers and IO devices operations

• Assist the global and regional team for projects rollout

2. Technical Support & Troubleshooting:

• Provide L1/L2 technical support for internal users, addressing system issues and network problems.

• Troubleshoot, diagnose, and resolve hardware, software, and network issues across various IT environments (on-premise, cloud, etc.).

• Coordinate with vendors for hardware repairs and software issues when necessary.

• Track and document support requests in the IT service management system, ensuring timely resolution and closure.

3. Incident & Problem Management:

• Respond to IT incidents and alerts, escalating as necessary to ensure rapid resolution.

• Collaborate with cross-functional teams to investigate and resolve recurring technical issues or outages.

• Follow established procedures for incident and problem management, ensuring minimal disruption to operations.

4. Documentation & Reporting:

• Create and maintain accurate documentation for all systems, configurations, and support processes.

• Assist in creating knowledge base articles and troubleshooting guides for Internal IT team

Job Requirements

Education & Experience & certification :

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).

• 4 to 6 years of experience in IT operations, systems support, or a similar technical role.

• Experience with IT service management tools (e.g., Serviceware, Jira, etc.) is a plus.

• ITIL Foundation Certification an advantage

• CompTIA A+ or Network+ Certification an advantage

• Microsoft Certified: Azure Fundamentals or similar certifications an advantage

• Cisco Certified Network Associate (CCNA) an advantage

Technical Skills:

• Strong knowledge of IT infrastructure, including servers, networking, voice, cloud platforms, and operating systems (Windows, Linux, SQL).

• Familiarity with IT operations tools for monitoring, patch management, and backup solutions.

• Experience with troubleshooting and supporting common business applications (e.g., Microsoft Office 365, VPN, Active Directory, Sharepoint, Team).

Soft Skills

• Strong analytical and troubleshooting skills.

• Excellent communication skills, both written and verbal in English and Mandarin, other languages (such as Japanese, Korean and Thai) is an added asset

• Ability to work independently and collaboratively in a team environment.

• Detail-oriented with strong documentation and reporting capabilities.

• Ability to prioritize tasks and manage multiple responsibilities effectively.

• Able to work independently with minimum supervision

Working Condition

• Schedule and adhoc Travel within APA location a must.

• Hybrid working environment

Skills