IT Infrastructure Associate (Hybrid Work Setup)

JOB DUTIES AND RESPONSIBILITIES:

• Handle service requests and incidents related to back office workstations, printing systems, IP Phones, and IT related equipment to ensure minimal interruption to business operations.
• Serves as the first level escalation for end user workstation issues and related.
• Owns hardware/software troubleshooting as well as diagnosis of workstations.
• Configure, install, and manage various hardware and software that will enable internal and external clients as well as business units to run their operations smoothly.
• Acts and resolves IT infrastructure alerts
• Perform maintenance and system upgrades including service packs, patches, hot fixes, and security configurations.
• Assist in network monitoring, implementation, and maintenance activities within the team.
• Monitor performance and ensure system availability and reliability.
• Maintains the necessary inventory and keeps it updated all the time.
• Account and user administration for systems and software used by end users.
• Monitor system resource utilization and trends for capacity planning.
• Recommend, implement, and maintain infrastructure design and configurations.
• Identify any potential risk impacting service availability.
• Recommend, implement, and maintain infrastructure monitoring tools, policies and procedures in conjunction with the company policy.
• Work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the infrastructure.
• Interface with other Business Units or related teams for service requests and incidents.
• Adhere to enterprise service management practice including but not limited to incident, problem, and change management.
• Drive automation initiatives to enhance infrastructure monitoring capability.
• Implements IT infrastructure related projects initiated by the management.
• Overall maintenance of good IT infrastructure health.
• Updated in the latest technologies related to workstations, Server hardware, end user software,
• productivity tools, remote assistance tools, monitoring tools, and infrastructure setup.
• Assist in implementing and maintaining international standards like ISO or related.
• Responsible on maintaining quality technical documentation as well as technical support operations.
• Provide routine report to management based on agreed frequency
• Other duties as assigned that are related to the job.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology or Computer Engineering or related field.
• Knowledge in different Operating Systems for laptops, desktops, and even mobile phones is preferred.
• Good understanding on how a computer network works
• For experienced applicants, hands-on experience on the following will be a plus.
• IT certifications can give you an edge
• Familiar in using a ticketing system
• Has good understanding of ITIL processes.
• Adequate written and verbal communication skills in English
• Can produce relevant and accurate reports as requested by management.
• Organized and able to create their own productive work routine
• Ability to work with minimal supervision.
• Has initiative, proactive, and a “solutions first” attitude.
• Critical and logical thinking is necessary.
• Open to new ideas, collaborative, and has adaptability.
• Hungry for new knowledge and technology
• Has unshakeable integrity.
• Able to work in shifting schedule including weekends and holidays if necessary
• Willingness to work onsite
• Can be assigned to other sites or to clients if necessary.