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A company in the pharmaceutical and medical device selling industry.
Job Roles :
Technical Support:
· Provide timely and effective technical support to end-users of regional systems across the Asia Pacific region.
· Diagnose and resolve hardware, software, and network issues through remote and on-site support, as applicable.
· Assist with the setup, configuration, and maintenance of software applications and IT equipment, including desktops, laptops, and mobile devices.
· Manage user account, set-up and deactivation, customization of roles, security profiles and permissions as well as onboarding and offboarding processes.
· Collaborate with local IT teams across Asia, to ensure compliance with systems and regional initiatives.
System Administration & Maintenance:
· Oversee the operation of diverse regional systems, including Microsoft 365, Learning Management System, Human Resources Information System (HRIS), Customer Relationship Management (CRM) software, and Expense Claim System.
· Conduct regular system maintenance, routine audits, updates, and backups to ensure optimal performance and security.
· Monitor and manage IT infrastructure, including servers, networks, and applications, to prevent downtime and ensure high availability.
· Maintain inventories of hardware and software.
· Assist with the planning, execution, and monitoring of IT projects, including system upgrades and migrations.
Incident Management and Security:
· Manage and track IT incidents and service requests along with solutions, for future reference.
· Prioritize and escalate issues as necessary to ensure timely resolution.
· Implement and enforce IT security policies and procedures to safeguard company data and assets.
· Generate regular reports on IT support activities, system performance, and project progress.
· Maintain documentation for IT procedures, policies, and user guides.
System Training for End Users:
· Work with our design team to create training material, so users understand our IT systems.
· Conduct face-to-face and online training sessions / workshops to educate employees on best practices and new technologies.
· Responsible for uploading SCORM files (Sharable Content Object Reference Model), to our Learning Management System (LMS), ensuring accurate and efficient data transfer and maintaining the integrity of our training content.
· Set up learner enrollment in our LMS system, as well as publishing training-related reports as needed.
Vendor Management:
· Manage vendor relationships and ensure service level agreements (SLAs) and requirements are met.
· Liaise with external vendors and service providers to gather updates e.g. new system patches, features, and functionality.
· Stay current with industry trends, emerging technologies, and best practices.
· Evaluate and seek approval for any system customizations, enhancements, and changes.
Ad-hoc Support
· Provide timely and relevant support on research and other projects managed by the Integration and Marketing Team, demonstrating flexibility and adaptability in addressing evolving needs and priorities.
Qualifications:
Work Experience Needed
· Minimum of 3-5 years of experience in IT support, with a focus on providing technical assistance to users in a corporate environment.
· Experience working in a multinational environment is a plus
· Proven track record of managing and resolving IT incidents and service requests efficiently.
· Experience with remote support tools: Proficiency in providing support to users in various locations through remote access tools and techniques.
· Hands-on experience with hardware and software installation, configuration, and troubleshooting.
· Vendor management experience: Coordinating with external vendors for procurement, maintenance, and support of IT equipment and services.
· Project support experience: Assisting in the planning and execution of IT projects, contributing technical expertise and support.
Software Knowledge and Experience Operating Systems
· Comprehensive expertise in Microsoft 365 Administration and Azure is a plus, along with proficiency in other relevant technologies and platforms
· Proficiency in Windows and/or macOS operating systems, including installation, configuration, and troubleshooting.
· Office Productivity Suites: In-depth knowledge of Microsoft Office 365.
· Other Systems: Knowledge of Learning Management Systems (LMS), Salesforce, HR Systems, and Service Systems such as simPRO and Agility.
· Ticketing Systems: Experience with IT service management (ITSM) tools for tracking and managing incidents and service requests.
· Remote Support Tools: Familiarity with remote desktop software like TeamViewer, AnyDesk, or Microsoft Remote Desktop.
· Network Knowledge: Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN. Security Software: Knowledge of antivirus software, endpoint protection solutions, and firewall configurations. Collaboration Tools: Experience with tools such as Microsoft Teams. Asset Management Software: Familiarity with asset management systems for tracking hardware and software inventories.
· Backup Solutions: Understanding of backup and recovery solutions, including cloud-based and on-premises options.
· Scripting and Automation: Basic knowledge of scripting languages (e.g., PowerShell, Bash) for automation of routine tasks.
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