Technical Support Specialist

About the Role

We are seeking a highly skilled and experienced Technical Support Analyst to join our team. As a member of our Global IT Operations team, you will play a critical role in providing comprehensive technical support for servers and LAN & WAN infrastructure across the organization.

You will work closely with our Asia Pacific Distribution Centre (APDC) to integrate IT hardware and software systems with the Warehouse Management System (WMS) and other key technologies. Your flexibility in addressing diverse support issues will be essential in effectively prioritizing and resolving needs of internal customers.

Key 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 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.
• Diagnose and resolve IT-related problems involving networks, servers, operating systems, applications, and other IT infrastructure components.
• Proactively monitor IT equipment connectivity and status through monitoring tools, notifications, and alerts, ensuring continuous uptime.
• Analyze and respond to network management system requests and problems.
• Document systems procedures for Support teams and provide training as necessary.
• Ensure that system processes and methodologies are followed to enable effective monitoring control and support of service delivery.
• Lead departmental representative in IT projects, coordinating planning, scheduling, and implementation.
• Liaise with third-party vendors and service providers to resolve technical issues and coordinate service requests.
• Record and document the service desk request problem-solving process, including successful and unsuccessful decisions made, and actions taken.
• Communicate effectively with clients to ensure timely resolution of technical issues and positive client experience.
• Augment the support activities of the Support teams.

Requirements

• Diploma or Degree qualification in Information Technology or relevant field required.
• Professional certifications like Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Fundamentals, and Certified Information Systems Security Professional (CISSP) an added advantage.

Preferred Skills

• At least 5 years of hands-on experience in supporting server environments and LAN & WAN infrastructure.
• Proficiency in troubleshooting hardware and software issues, including Microsoft Windows, Microsoft Office suite, and IT support tools.
• Strong knowledge of software and systems such as 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 for interaction with end-users to understand and resolve 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 and anticipate 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 while meticulously logging all cases with detailed information.

About You

• Mid-Senior level experience in IT Support.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and maintain attention to detail.
• Strong analytical and problem-solving skills.
• Ability to adapt to new technologies and processes.

What We Offer

• Competitive salary and benefits package.
• Ongoing training and development opportunities.
• Collaborative and dynamic work environment.
• Opportunity to work with a range of technologies and systems.

Contact Us

To apply for this exciting opportunity, please submit your resume and cover letter to us.