Outsourced IT Services Specialist

Job Summary:

We are looking for a skilled Onsite Infrastructure & Operation Service Analyst to manage and maintain our IT hardware, software, and network systems. The successful candidate will be responsible for ensuring the seamless operation of IT infrastructure, assisting users with technical issues, and working closely with internal teams and external vendors to maintain a high standard of IT service delivery.

Key Responsibilities:

- Participate in Market & Factories projects, contributing to IT-related improvements and operational efficiency

- Oversee the configuration, delivery, and maintenance of IT hardware.

- Maintain an up-to-date IT inventory and ensure timely renewal of software licenses and hardware replacement/procurement in accordance with the refresh cycle.

- Guide users facing technical issues with computer hardware or software, assisting them in contacting the global service desk and raising incidents.

- Utilize knowledge of ticketing systems (e.g., ServiceNow) to track and resolve IT issues efficiently.

- Diagnose and troubleshoot technical problems via phone, email, and messaging platforms.

- Possess network knowledge (e.g., CCNA certification is a plus) to support connectivity and infrastructure needs.

- Manage different hardware configurations, including PCs, printers, 4G routers, mobile phones (various platforms), and conferencing systems.

- Educate end-users on Corporate IT Standards, Policies & Procedures and provide necessary training when required.

- Build and maintain strong relationships with IT service providers to ensure a collaborative and efficient work environment.

- Provide necessary support to selected third-party IT suppliers for operational continuity.

- Assist the IT Team/Manager in identifying potential business improvements by evaluating existing best practices within and outside the organization.

- Perform timely analysis and prioritization of reported incidents, collaborating with IT subject matter experts for swift resolution, as per the operational support model.

- Proactively monitor IT systems' performance and execute required maintenance activities to ensure reliability.

- Ensure SLA compliance for maintenance and repairs across different equipment categories.

Required Skills & Competencies:

- Fluency in English  

- Strong problem-solving skills with the ability to diagnose technical issues efficiently.

- Excellent communication skills to assist end-users and collaborate with different level of team members.

- Solid knowledge of computer systems, networks, and troubleshooting methodologies.

- Hands-on experience with software installation and issue resolution.

- Ability to manage multiple tasks independently and work effectively in a dynamic environment.

Education & Experience:

- Bachelor’s degree in information technology, Computer Science, Communication Engineering or a related field.

- Relevant certifications such as CCNA+ or Microsoft Certified IT Professional are preferred.

- Previous experience in technical support or IT roles is required.