| Purpose: | ||
| IT support officers monitor and maintain the computer systems and networks of an organisation. Staff could be installing and configuring computer systems, diagnosing hardware and software faults and solve technical and applications problems, either over the phone or in person |
| Decision-Making Scope: | ||||||||
| - Address user tickets regarding hardware, software and networking - Walk end user through installing applications and computer peripherals - Ask targeted questions to diagnose problems - Guide users with simple, step-by-step instructions - Conduct remote troubleshooting - Test alternative pathways until you resolve an issue - Customize desktop applications to meet user needs - Record technical issues and solutions in logs - Direct unresolved issues to the next level of support personnel - Follow up with clients to ensure their systems are functional - Report end user feedback and potential service requests - Help create technical documentation and manuals - Provide technical assistance and support for incoming queries and issues related to computer systems & software. - Manage daily IT operations such as backups and ensure all IT processes are correctly completed and in place - Coordinate with 3rd parties for setting/installation and maintenance system/applications. - Follow up on outstanding requests and ensure timely resolution. - Responsible for planning, implementation, support and maintenance of server related systems and new projects - Configures, tests, maintain LAN/WAN, wireless equipment and related services. - Identifies, diagnoses, and resolves network problems. - Liaise with vendors and other IT personnel for problem resolution. - Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations. - Monitor system resource utilization, trending, and capacity planning. - Reporting network operational status and managing projects. - Create and maintain documentation. |
| Minimum requirements: | ||||||||
| - Education: | Bachelor Degree in Computer Engineering / Science / IT or related. | |||||||
| -Job related experience: | - 1+ years of experience as Desktop Support Engineer. - Strong computer hardware diagnostic and troubleshooting skills. - Must have experience troubleshooting desktop issues with Windows (7,8.1,10) & Mac hardware, as well as mobile devices (Android, iOS, and Microsoft) - Set up, configure, manage, and maintain the OS, MS Office and company applications. - Knowledge in Windows Servers, Active Directory, NAS, Anti-virus technology, WIFI system, Firewall, Cisco product. - In-depth knowledge / experience and understanding on TCP, UDP, IP, Routing, Bridging, Network Topologies LAN / WAN / VLAN / MPLS / extended LAN technologies and related system problem solving experience. - Task and time management skills, logical thinking attitude will be advantage. - Strong problem solving. Service mind, and able to under pressure. - Least 1 year working experience with airline system, especially with Reservation system will be advantage. - Excellent verbal and written communication skill in English. (TOEIC score of 450 ) |
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| - Specific knowledge: | - To work with Global IT team for any IT requests. - Able to travel upcountry and overseas. |
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| - Business understanding: | - Knowledge of airline industry and airline information system - Good knowledge of airline‘s product and airport systems |
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| - Other requirements: | - Ability to work independently with high comfort level working in a diverse environment - Good analytical and problem-solving skills to assess network performance and recommend changes. - High sense of coordinating with team members and other departments - Good interpersonal skills to communicate with users, vendors and other IT personnel. |