Responsibilities
✓Diagnoses and resolves IT-related issues effectively and efficiently.
✓Ensures that computers are delivered in a 'ready-to-use' condition for IT users.
✓Provides ad-hoc training to users on common IT issues and guides them through self-service tools.
✓Manages the physical stock of devices and accessories, including updates in the Configuration Management Database (CMDB).
✓Conducts regular inventory checks for relevant hardware.
✓Coordinates logistics by utilizing local logistics providers to transport and relocate devices between locations.
✓Handles warranty cases in collaboration with the appropriate Original Equipment Manufacturers (OEM) vendors.
✓Identifies and report potential risks that could impact the quality of OSS services.
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✓Offers support to end users and ensure the functionality of IT equipment and software in meeting rooms and other user collaboration areas as part of desk-side support.
✓Hosts and assist third-party technicians.
✓Performs routine checks of computer rooms, including monitoring temperature, air conditioning, cabling, and general functionality.
✓Adheres to prescribed OSS governance, which involves participating in meetings and following the escalation process, among other responsibilities.
✓Follows OSS procedures as outlined in the Runbook, Standard Operating Procedures (SOPs), and knowledge articles.
✓Recommends equipment modifications or improvements to achieve operating efficiencies and ensure customer satisfaction within a factory environment (when applicable)
✓Support process engineering & maintenance as related to non-standard IT hardware, non-standard systems, IT-related production equipment, machine control issues, etc. (when applicable)
✓Responsible for the setup and deployment of hardware of various types of software. (when applicable)
Backgrounds
• At least 3 years work experience
• Formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT.
• Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English.
• Proactive and solution-oriented mind-set
• Demonstrates an ability to work independently and is self-driven
• Legal authorization to work in applied location is required. We will not sponsor individuals for employment visas now or in the future for this role.
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