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IT Technical Support

5 months ago

Jakarta, Indonesia ZEISS Group Full time

Responsibilities:

- IT Asset Management: Responsible to manage IT asset life cycle processes from planning, procurement, maintaining asset list according to asset life span and new purchase requirement.
- Employee onboarding & offboarding: To ensure IT asset and services readiness on employee onboarding day and provide IT briefing timely.
- Employee offboarding: To ensure employee are offboarded timely by revoking system access and services as per offboarding playbook and IT asset collection completion.
- Providing technical assistance: Assist end-users with IT related issues, such as hardware, software, and network problems.
- Troubleshooting: Identify and resolve technical issues, with systematic problem-solving techniques.
- Customer support: Delivery excellent customer service by addressing user concerns and ensuring satisfaction.
- Installation and configuration: Set up and configure software, hardware, and peripherals for users.
- Maintenance: Perform routine maintenance and updates on IT equipment and systems
- Documentation: Keep detailed records of technical issues, solutions, and user request.
- Training: Provide training and guidance to users on using IT resources effectively.
- Remote support: Aid users remotely though phone, chat, or remote desktop tools.
- Hardware repair: Diagnose and repair hardware problems and coordinate repairs with vendors.
- Security: Assist in ensuring the security of IT systems and data by implementing security protocols and educating users about best practices.
- Software support: Help users with software installations, updates and troubleshooting.
- Backup and recovery: Monitor regular data backup schedule daily to ensure continuity to protect against data loss.
- System Monitoring: Monitor IT system defects to detect and resolve issues proactively.
- Escalation: Escalate complex and unresolved issues to higher-level support or appropriate teams.
- SEA Team support: To provide backup to team member in supporting SEA countries as one team.
- Project Deployment: Main onsite coordinator for all IT project deployment / upgrade / enhancement in the country
- Stay Updated: Keep up to date with the latest technology trends and developments to provide effective support.

**Requirements**:
Education / Professional Certification
- Preferable degree graduate in IT related field.

Experience
- Minimum 4 years, working experience in the 1st level IT support environment.
- Experience with ITSM is an added advantage.
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
- Ability to prioritize and manage several milestones and projects efficiently.
- English speaking / written skill is required: Vital requirement for communication with regional / glob-al support team.

Knowledge / Skills / Other characteristics
- Independent, self-motivated.
- Sense of urgency.
- Ability to communicate with all levels of employee.
- Good team player.
- Time flexibility, ability to standby for ad hoc support as and when required.
- Strong troubleshooting and critical thinking skills

Your ZEISS Recruiting Team:
Astrid Annissa Sastaviyana, Yosseano Kuncahyo