Responsibilities:
1. Team & Operational Leadership
- Lead and supervise an Onsite Support team (Deskside & Network) and a Data Centre operations team, including shift planning, daily task allocation, workload management, attendance tracking, and performance reviews.
- Ensure consistent service quality, adherence to procedures, and effective crossteam coordination between Deskside, Network, and Data Centre teams.
2. Service & Ticket Management
- Oversee daily ticket handling through the ITSM system (Incident / Request) and ensure SLAs are met and reported accurately.
- Monitor priority tickets, major incidents, and VIP user issues act as escalation point and L2/L3 support to resolve complex problems.
3. Meeting & Reporting
- Conduct regular team meetings and performance reviews, provide constructive feedback, and identify training needs.
- Escalate issues promptly to IT management and prepare periodic KPI, SLA, and service performance reports for management review.
4. Deskside & End-User Support< /strong>
- Manage IMAC (Installation, Move, Add, Change) of desktop/laptop hardware, monitors, printers, VoIP phones, and audio/video equipment across multiple sites.
- Provide handson L2/L3 support for OS, email, Office 365, Teams, remote access, VPN, printing, application issues, and basic network-related issues.
- Maintain and update SOPs and knowledge base articles to ensure consistent and highquality support.
5. Change & Project Coordination
- Plan, manage, and coordinate major changes (e.g., OS upgrades, major patching, software rollouts) to minimize business disruption.
- Support and drive network projects, including equipment deployment, configuration, and postdeployment support.
6. Asset & Lifecycle Management
- Oversee the full lifecycle of enduser devices: configuration, deployment, maintenance, disposal, and asset reconciliation.
- Ensure all devices comply with company security policies (e.g., encryption, patching, antivirus, USB restrictions, removable media control).
- Manage and maintain an accurate IT asset inventory, including computers, peripherals, and software licenses.
7. Network Operations
- Provide daily operation support and fault isolation for network incidents (connectivity, performance, device faults).
- Perform configuration and troubleshooting on network routers, switches, and access points.
Carry out network equipment maintenance, support, and ongoing management for routers, switches, APs, and related infrastructure. - Assist in identifying areas for process improvement and implement solutions to enhance efficiency and reliability.
Requirements:
. Proficient CCNA level networking skills including TCP/IP, IP Subnets, NAT, ACL, LAN and WAN technologies, VLANs, Static and Dynamic Routing
. Knowledge in Ruckus, Cisco, Extreme, Huawei, Fortinet, TP link products (AP, router, switch)
. Diploma or above in Information Technology or related discipline
. At least 4 year of IT support experience
. Strong hands-on experience with end-user devices (Windows/macOS, Office 365, AD, email, printing, remote access). Good leadership and team management abilities.
. Good in problem solving and troubleshooting skills
. Basic knowledge of IT Infrastructure and Applications
. Polite and good in communicate with end-users, customers, ISP, vendors, and teammates
. Self-discipline, proactive, responsible with positive attitude
