Technical Support Specialist

**Job Overview**

This role is ideal for a highly skilled and experienced technical professional seeking a challenging position in IT operations.

The primary objective of this job is to provide comprehensive technical support for servers, LAN & WAN infrastructure, and other IT systems across the organization.

Main Responsibilities:

• Serve as first-line support for core IT infrastructure and network systems within the Asia Pacific region.
• Maintain and support systems at the Asia Pacific Distribution Centre, including (but not limited to) WMS, ensuring consistent uptime and performance.
• Administer and monitor network security solutions, including anti-virus, firewall, VPN, and internet usage policies.
• Define, maintain, and test Disaster Recovery and Backup strategies in line with business continuity requirements.
• Provide technical support to clients, troubleshooting hardware and software issues, including escalated tickets from support staff.
• Mentor Support analysts, providing guidance on best practices, training, and support to help them develop their technical skills and improve service delivery.
• Ability in diagnosing and resolving IT-related problems, involving networks, servers, operating systems, applications, and other IT infrastructure components.
• Proactively monitoring of IT equipment (including but not limited to network, servers, UPS, storage, temperature monitoring device) connectivity and status through the monitoring tools, notifications, and alerts, ensuring that the connectivity is always up.
• Perform a variety of network problem analysis and monitoring tasks, monitor network management systems, and respond appropriately to requests and problems.
• To produce and maintain systems documentation for the Support teams and provide training as necessary.
• Ensure system, processes, and methodologies are followed to enable effective monitoring control and support of service delivery. This will ensure that the SLA are met or exceeded.
• Liaise with third-party vendors and service providers to resolve technical issues, coordinate service requests, and ensure timely resolution of IT-related problems.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution; make recommendations for improvements.

Requirements:

• A Diploma or Degree qualification in Information Technology or relevant field of study is required for this position.
• Professional certifications like: Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Fundamentals, Microsoft Certified: Azure Administrator, Certified Information Systems Security Professional (CISSP) will be an added advantage.
• At least 5 years of hands-on experience in supporting server environment and LAN & WAN infrastructure.
• Proficiency in troubleshooting hardware and software issues including but not limited to: Microsoft Windows, Microsoft Office suite. Experience with IT support tools and ticketing systems.
• Strong knowledge of the following software and systems:
• Windows Server, Citrix, Active Directory, Azure administration, TCP/IP, LAN & WAN, Layer 3 network switches, Cisco routers, Terminal Servers, NAS, MFA, Android and IOS devices, Palo Alto Firewall, VMware, VxRails, GPO.
• Possess good understanding of Networking Protocols and Fundamentals.
• Highly organized, able to work under pressure and maintain extensive attention to detail.
• Strong communication skills, both verbal and written, for interaction with end-users to understand and resolve their technical issues effectively.
• Possess excellent interpersonal skills.
• Possess good analytical thinking for diagnosing technical problems, identifying root causes, and implementing solutions in a timely manner.
• Strong problem-solving skills to identify and resolve technical issues efficiently, as well as to anticipate and mitigate potential risks.
• Ability to work under own initiative as well as working collaboratively with team members and users to resolve technical issues.
• Meticulous in documenting issues, solutions, and procedures for maintaining accurate records and facilitating knowledge sharing within the IT team.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Uphold a high standard of customer service, professionally addressing client queries whilst meticulously logging all cases with detailed information.
• Demonstrating professionalism, reliability, and a commitment to providing high-quality support services for building trust with team members and end-users.