IT Support Technician

Overview

IT SUPPORT TECHNICIAN JOB DESCRIPTION

Position

: IT Support Technician

Department

: Information Technology

Reporting To

: IT Support Supervisor and IT Support Manager

Position Type

: Permanent

I.

Job Summary

The IT Support Technician serves as the first point of contact for users in the Global region, working closely with the Ria Global IT Support Team across APAC, Americas, and Europe. Serving as the initial point of contact, this position demands a professional consulting mindset, prioritizing business solutions and internal user support. The role involves interaction with all levels of the company.

II.

Duties and Responsibilities

• Work as an IT Support Technician to collaboratively resolve technical issues.
• Serve as the first point of contact with the first level of troubleshooting for users seeking technical assistance for the Global region.
• Determine the best solution based on the issue and details provided by users.
• Respond to and log all inquiries received from users via walk in, telephone, email, or ticketing tools.
• Keep well documented and updated case notes on all tickets on a daily basis.
• Provide day-to-day updated communication to users on outstanding ticket status.
• Ask and gather intelligent questions about the user’s business and accurately record in ticketing system.
• Identify, analyze, troubleshoot, and resolve users service requests.
• Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact user satisfaction.
• Maintain the inventory of user-owned equipment in the office for repair and ensure it is completed in a timely manner.
• Provide first level support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing users requests for password and user account administration based on documented procedures.
• Manage multiple cases at one time.
• Set up and configure new computers based on documented procedures.
• Rebuild, repair, and/or upgrade computers based on documented procedures.
• Create and maintain user-related documentation.
• Identify and suggest possible improvements on procedures and resolution.
• Assist on Technical Procurement process.
• Standard working hours are Monday to Friday, from 9:00 AM to 6:00 PM, inclusive of lunch hour. Saturdays and Sundays are designated as off days. Available to work on public holidays and weekends if required.
  
  

III.

Job Requirements/ Qualification

• Candidate must possess at least a Bachelor’s / College Degree in Computer Science and equivalent.
• With 2-5 years overall IT Support / help desk experience.
• Proven experience as a help desk technician or other User support role
• Good understanding of IT technical and system
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English
• Excellent communication skills
• User-oriented and cool-tempered
  
  

IV.

Competencies and Skills

• Tech savvy with working knowledge of office automation products, Network, Server System, and IT Processes
• Basic Knowledge on Active Directory/Domain/Windows/Office 365/MS Azure/MS Intune/MAC OS (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)/Security Application – Antivirus/Proxy/Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN
• Knowledge/experience on Server Virtualization -VMWare/DHCP/DNS/IT Monitoring Tools/IT Service Escalation process/SLA -Priority/Severity/Change management
• IT Assets & Inventory
• Virtual Desktop Interface
• The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.