Responsibilities

• Project manage vendors and contracts to ensure contractual obligations are met
• Manage vendors in the course of the daily task operations
• Administer the company's Outlook email, Active Directory, system backup, infrastructure and business services.
• Create and maintain operational documentation and reports
• Ensure IT assets inventory are kept updated and accounted for at all times
• Operate as the first point of contact for all major customer support issues, prioritising resources and liaising with other support resources both locally and internationally.
• Apply resources available in accordance with the support contract requirements meeting the Service Level Agreement
• Appropriately set and manage expectations, including escalation activities and communications, for both customer and internal stakeholders.
• Lead and actively manage customer expectations in relation to support work taking place and planned work.
• Review all support documentation provided to the customer for technical accuracy, consistency, and coverage in accordance with contractual requirements.
• Ensure that any technical and procedural changes provided by the Service Desk and the IT Support team are followed, working to best practice methodology
• Install, configure, test, maintain, monitor and troubleshoot end user hardware and software, networked peripheral devices as well as networking software products In line with Group IT standard.
• Onsite support / helpdesk / operation training including hardware and software
• Perform other related duties and responsibilities as assigned by line management
• To troubleshoot system, server, wireless and networking related problem
• To be the 1st point of contact when problem is being escalated by helpdesk
• Be involved in the execution of IT system disaster recovery
• End user support in Point-Of-Sale terminals.
• Troubleshoot and conduct functionality test to online and offline terminals.
• Cyber security compliance inline to corporate standard.

Requirements

• No quota for Foreigners
• Minimum Degree in Computer Science, Information Technology or related studies
• Minimum 3 years of relevent experience in end user support with exposure in system and server support, networking, Active Directory as well as managing vendors
• Must have experience in supporting POS solution and functionalities
• Good to have experience in supporting VIP or VVIP

Octavius, Whei Jie Yong EA License No.: 02C3423 Personnel Registration No.: R1110096

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