• Country: Bangkok, Thailand
• No of vacancies: N/A
  
• Salary: N/A 
• Organization: IRC
• Gender: Both 
• Deadline: N/A 

Major Responsibilities: 

Customer Service and Communication

• Demonstrate an ability to communicate technical terms, IRC IT policies to end users in a service-oriented fashion; provide technical advice and guidance relative to problems involving technical user issues. 
• Provide exemplary customer service across all levels of the organization.
• Exercise discretion and independent judgment to act upon urgent requests, such as immediate terminations, or security breach incidents.
• Ability to effectively handle cyber security incidents and engage with InfoSec teams to ensure necessary attention to prevent further data loss or breach. 
• Ability to effectively collaborate with Global IT team…
• Work with Business Relationship Management team to craft communication pertaining to outages or change in services that affects IT and/or staff globally.

Technical Skills 

• Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. 
• End User Device administration/configuration/support/troubleshooting
• Responsible for the implementation, installation, maintenance, and support of End User Infrastructure 
• Support equipment, software and connectivity for Windows workstations, PDAs, PCs Macintosh and printers, LAN, AV, Video conferencing, telephone. 
• Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems and escalate when necessary. 
• Design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges. 
• Conducts complete diagnostics of most business problems; anticipates implementation obstacles. 
• Provide token support to Multifactor Authentication, VPN client based remote access, password/account recovery using SSO (Single Sign On) verification.
• Provide troubleshooting for Microsoft office and other business applications.
• Troubleshoot VPN connections, network printers, email setup, and connectivity issues and escalate tickets to tier 3 as needed.

Administrative Tasks & Record Keeping 

• Responsible for creating and validating new, updating and publishing existing business-facing and technical knowledge articles; work with Manager and Quality Analyst to establish quality control to ensure adoption and accuracy.
• Ensure documentation of incidents by entering sufficient technician work notes in the tickets
• Analyze service request/incident trends and common complaints and problems, and serve as escalation point to provide the resolution of various service problems within SLA;  anticipate potential problems to identify and deliver new solutions for proactive resolution and process improvement
• Manage IT inventory, licenses, services, and support incidents; log real time written journal entries documenting actions taken on all ticket requests. 
• Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager. 

Mentoring / Management

• Mentor and supervise less-experienced staff with responsibility for their technical development, including internship programs.
• Provide statistical and performance feedback and coaching on a regular basis to team members. 
• Participate in Performance Management Reviews and report any trend of common issues that may require creation of a Problem ticket.

Key Working Relationships: 

Position Reports to:  Team Lead Global Support
Indirect Reporting: Regional IT Director

Position directly supervises: None. 

Other Internal and/or external contacts: 

The technician will work independently and, in a team, on a daily basis. He/she will interact with vendors    as needed.

Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager

External:  Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and others as needed. 

Job Requirements:

Education: College degree or equivalent certification: A+ Certification, Network+ (CompTIA), Active Directory and ADManager Plus, PowerShell, Network experience (TCP/IP, DNS, DHCP, VPN etc.), Office 365, Sophos, Proofpoint, MS phones, MS Intune Management, ITIL, SCCM

Work Experience: 

• At least 3 years of experience in help desk/desktop support role
• Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors. 
• Strong organizational skills, able to prioritize and multitask.
• Strong interpersonal skills and customer service skills.
• Ability to work collaboratively in a team environment.
• Must be dependable and have excellent written and verbal communication skills.
• Ability to interact with various levels of employees throughout the organization, VIP support included.
• Ability to relay technical information to non-technical business units. 
• Strong documentation skills.

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