Job Responsibilities:
- Learn and understand Local IT Infrastructure and security process for affiliate companies.
- Strong communication skills with HQ Technical Support and Local ITs from affiliate companies especially in technical aspect.
- Responsible for supporting Local ITs who manage affiliate companies’ desktop, laptops, servers, network and storage.
- Responsible for providing end-user IT support to selected countries.
- Implement new tool and software provided from Global head office.
- Responding to technical support request raised by Local ITs from each affiliate company based on KPI/SLA.
- Work with Global IT team in Japan for higher level technical support.
- Work with Global IT team for any IT compliance with security processes.
- Document all IT technical support and IT support processes.
- Optimal server and network configuration design & documentation.
- Record all problems and their solutions in the Production Log File and ensure problems follow-up.
Job Requirements:
- Have experience with full administrator access rights in managing Active Directory (Azure/On-prem) and M365 (E3 & E5 License)
- Support existing backend infrastructure including Active Directory domain & M365 portal as administrator
- Provide remote IT support to Local ITs being their mentor and subject matter expert, Correspond to Local IT’s technical request and troubleshooting of:
- M365 products (Word/ Excel/ PowerPoint/ Outlook/ SharePoint/ Teams/ Exchange)
- Microsoft Intune
- Zscaler ZIA and ZPA
- Office Wi-Fi (AP/WLC)
- AIP, WIP and SaaS
- Provide Technical advisory to all IT Infrastructure enquiries from Local Its
- Provide end-user IT support to selected countries
- Prepare and analyze statistics on server, network utilization and availability (Monitoring).
- Maintain the necessary security controls over desktops, server, storage, network and software
- Have experience in ITSM and familiar with its’ best practices and recommendations
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