Senior IT Helpdesk Analyst

Primary Accountabilities:

• Provide advanced technical support to end-users, including troubleshooting and resolution of complex hardware, software, and network issues.
• Act as a subject matter expert for IT systems, applications, and services.
• Mentor and train junior IT Helpdesk staff, and assist with the development of training materials and documentation.
• Provide guidance and support to end-users on IT policies, procedures, and best practices.
• Ensure that all IT support requests are properly documented and tracked using a helpdesk ticketing system.
• Collaborate with other IT teams to resolve issues and implement new solutions.
• Analyze Helpdesk system performance data to identify trends and areas for improvement and provide reports to management.
• Participate in the evaluation, selection, and implementation of new IT systems and technologies.
• Direct unresolved issues to the next level of support personnel.
• Identify and escalate situations requiring urgent attention.

Technical Skillset:

Advanced knowledge of Windows and/or Linux operating systems.

Advanced knowledge of networking protocols and systems, including TCP/IP, DNS, DHCP, and VPN.

Advanced knowledge of hardware, including desktops, laptops, servers, printers, and mobile devices.

Experience with virtualization technologies, such as VMware/Vcenter/Vmotion and/or Hyper-V.

Experience with cloud computing platforms, such as AWS or Azure.

Experience with scripting and automation using languages such as PowerShell, Python, or Bash.

Advanced knowledge of IT security principles and tools, including firewalls, intrusion detection and prevention systems, and antivirus software.

Experience with Helpdesk ticketing systems, such as ServiceNow or Zendesk.

Familiarity with DevOps practices and tools, such as Git and Jenkins.

Experience with data analysis and reporting tools, such as Tableau or Power BI.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in IT Helpdesk support.
• Advanced knowledge of IT hardware, software, and networking systems and protocols.
• Experience with Helpdesk ticketing systems, such as ServiceNow or Zendesk.
• Excellent communication and interpersonal skills, with the ability to work well in a team-oriented environment.
• Ability to work under pressure and prioritize tasks effectively.
• Experience with data analysis and reporting tools.
• Familiarity with IT security best practices and tools.
• Good command in English and Thai