About this role
Key responsibilities
- Working Hours: Monday to Friday, 9:00 AM – 6:00 PM, supporting the Technical Support Line; occasional work outside standard hours may be required based on business needs.
- Serve as the first and single point of contact (SPOC) for IT service requests and incidents from global end-users.
- providing IT administration and 1st-level technical support for international business units across multiple time zones within a centralized shared service center in Bangkok.
- Respond to user requests and incidents via phone, email, and online channels, logging all cases into the service desk system per established procedures.
- Monitor, follow up, and escalate incidents in accordance with agreed Service Level Agreements (SLAs).
- Provide 1st-level remote technical support for applications, infrastructure, systems, networks, and desktop/end-user clients.
- Experience with Jira Service Management and Asset Management is a plus.
- Set up, configure, and support Windows-based computers, macOS workstations, and peripheral equipment (printers, scanners, video conferencing systems, etc.).
- Perform routine preventative maintenance and apply software/hardware updates to minimize system downtime and outages.
- Perform administrative tasks in Active Directory and Microsoft 365.
- Microsoft 365 administration experience is a plus.
- Microsoft Azure experience is a plus.
- Support the wider IT infrastructure team to ensure systems remain well-maintained and operational.
- Maintain accurate IT asset records, including tracking, allocation, and lifecycle management of hardware and software.
- Maintain adequate stock of IT equipment to support business operations and growth.
- Coordinate with the purchasing department on IT equipment requirements and procurement.
- Liaise with local IT teams, development teams, corporate IT, and external vendors on service requests, tickets, and issue resolution.
- Support IT onboarding and offboarding processes for employees.
- Continuously develop technical, functional, and interpersonal competencies.
- Maintain a strong customer service orientation to enhance end-user satisfaction.
Qualification
- Bachelor's degree or higher in Computer Science, Computer Engineering, Information Technology, or a related field.
- At least 3 years' experience working in a shared service environment/ customer support service center supporting medium to large applications in a diverse environment globally.
- At least 3 years' experience providing user support of client applications, PC/Windows network infrastructure, and customer business applications.
- Good command of written and spoken English.
- Ability to manage multiple tasks and priorities efficiently.
- Service minded.
- Experience with Jira Service Management and Asset Management is a plus.
- Microsoft 365 administration experience is a plus.
- Microsoft Azure experience is a plus.
What you will get from ATA IT :
- 14 days' vacation in first year
- Health insurance for staff & families
- Life insurance
- Dental fee for staff & families
- Provident fund
- Monetary Assistance (Childbirth, Funeral, Basket Visit)
- Annual Party
- Monthly Activities- Staff Birthday & Company Activities
- Annual Health Check