Roles & Responsibilites:

1. BAU support

- Perform health check on daily basis for VIP room, AV/VC equipment, printer/toner) , server room/hub room health check (UPS, AC, SW, FW)- Follow up and execute on offboarding IT processes.
- Serve as 1st point of contact for all IT enquiries (e.g. staff onboarding/IT induction/new laptop provisioning, software installation, Event support, etc)
- Act as 1st line of defense to respond to technology incidents (troubleshoot issues, escalate to tier 2 engineering team to identify root cause, isolate impacted users/machines, apply fixes, etc)
- Exercise IT asset management by doing periodically inventory check, update status and ownership, perform data wipe, etc. Plan the laptop demand and monitor actual usage.
- Update and maintain knowledge base for end-users as well as internal IT training
- Follow up & Support in IT procurement administrative work (e.g. raise PR, do goods receipt... for hardware, software, accessories..)
- Support users on auto dialler for PBX IVR
- Assist BPOs in installing, configuring virtual desktop for remote access to Alicloud products
- Review Knowledge base, SOP, DRP, etc to validate technical and process accuracy, perform according test where necessary before proposing to IT manager to publish
- Verify business requirements on process automation and other initiatives, map to technology capabilities and resources, give consultation on best tactical and/or strategic solution.

- Engage business stakeholders to understand requirements for livestreaming sessions, events, campaigns, etc, propose best solution based on existing resources or acquire additional equipment from vendor, coordinate checklist activities prior to and during such events.
-Campaign / Adhoc support

2. Project support

- Set up machines and install software for POC initiatives and other business initiatives as per requirements
- Support Tier 2 engineering team on regional projects as per IT manager's assignment
- Support local projects including but not limited to new facility build, relocation/expansion, etc as per IT manager's assignment
- Coach and give specific guideline to junior members in terms of execution.
- Act as IT manager delegate to attend meetings/forums with business on stability issue (e.g. technology incidents with Alibaba products), on automation initiatives to promote new ways of working.

- Assure effective communications with all internal and external parties, including but not limited to vendors, regional teams, senior management

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 4-5 years of working experience in IT support or a related role.
• Experience with troubleshooting hardware (desktops, laptops, printers) and software issues.
• Knowledge of networking fundamentals (e.g., TCP/IP, DNS, VPN, Wi-Fi troubleshooting
• Understanding of IT security practices (e.g., password policies, phishing detection.
• Good command of English communication.
• Service-mind, proactive and willing to go extra mile.