IT Technician - End User Computing & EAC (Bus)

Job Purpose

Responsible for installation, diagnose, repair, and maintain hardware and software components to ensure the smooth running of computer systems and IT services throughout the organization.

Key Accountabilities

• Support/Assist the Head of Section/Unit in conducting feasibility studies, reviews, upgrades and recommendations based on existing applicable technologies.
• Support/Assist the Head of Section/Unit in planning the maintenance activities to achieve the highest system availability (downtime/uptime) for daily operation efficiency and effectiveness. Monitor, manage and provide report to the Head of Section/Unit of all support and maintenance activities including recurring problems, identify potential failure incidences, and recommend solutions for improvement.
• Maintain asset inventory and software licenses of IT related items such as PCs, laptop, operating systems and network to ensure efficient preventive and corrective maintenance works.
• Install, upgrade, support and troubleshoot desktops, notebooks, and any other authorized peripherals (equipment).
• Performs general preventive maintenance tasks on desktops, notebooks, and any other authorized peripherals (equipment).
• Performs work in compliance with specified SLA based on ITSM tickets.
• Performs the collection and replacement of expired leasing computers from corporate offices/branches/depots.
• Repair, troubleshoot or replace damaged hardware, and liaise with vendor/principal.
• Assisting with enterprise application configuration such as Email and VPN on users smart-phones. Installing and upgrading anti-virus software to ensure security at user level.
• When the restoration is beyond the scope, escalate the issue/problem to proper Tier-2 and Tier-3 support team members.
• Ensure that customers’ complaints are dealt with appropriately and promptly.
• Maintain effective communications with relevant Divisions/Departments to gain feedback to ensure the desired service levels in customers’ experience are met.
• Provide support, technical guidance and on-the-job training to IT team members or/and other relevant Users to enhance the individual’s skills and work performance.
• Implement appropriate Security and Technology Standard and best practices are maintained in the application systems or at the Operating system level.
• Prepare and maintain documentations such as inventory of assets, service reports, technical, operation, maintenance and troubleshooting manuals.
• Willing to be 24X7 on standby for EUC and EAC operation support.
• Any other areas not specified but related to IT Support as and when required.

Qualifications, Skills & Knowledge

• Minimum Diploma in Computer Science / Computer Engineering / Information System / Telecommunication or an equivalent.
• Minimum one (1) year of relevant working experience in IT/Computer or related field.
• Must be able to escalate issues to Level 2 & 3 if unable to be resolved.