IT Support

Position Title: Executive / Senior Executive (IT Support)

Department: IT Support

PURPOSE:

We are seeking a highly organized and detail-oriented IT Support Specialist to join our team. The successful candidate will be responsible for providing comprehensive hardware and software support to end users, ensuring efficient resolution of technical issues, and maintaining our IT infrastructure.

Our IT Support is responsible for providing proactive, hands-on IT support to all employees and ensuring that technical issues are resolved effectively and efficiently.

This position requires a strong sense of ownership. The successful candidate must be willing to investigate problems, apply their own technical knowledge, identify practical solutions, and follow through until issues are resolved.

This is not a passive coordination role. The IT Support Executive is expected to be the first person who actively troubleshoots and attempts to resolve issues locally. Escalation to Regional IT or external vendors should be used when additional expertise, authorization, or system-level support is genuinely required.

KEY RESPONSIBILITIES:

• Provide proactive and professional IT support to all employees.
• Take full ownership of IT issues from the time they are reported until they are resolved or properly escalated.
• Actively investigate and troubleshoot hardware, software, network, system, and user-related issues.
• Use technical knowledge, available tools, documentation, and logical problem-solving skills to identify solutions before escalating issues.
• Avoid unnecessary escalation of issues that can reasonably be resolved locally.
• Escalate complex issues to Regional IT or external vendors only after appropriate troubleshooting has been completed.
• Provide clear information when escalating issues, including the problem, troubleshooting already performed, findings, and recommended next steps.
• Follow up on escalated issues and remain responsible for communication with the end user until final resolution.
• Respond to and resolve IT support tickets within agreed timelines and service levels.
• Communicate proactively with employees regarding the status, expected next steps, and resolution of their IT issues.
• Provide first- and second-level support for desktops, laptops, printers, scanners, mobile devices, applications, operating systems, and other IT equipment.
• Install, configure, maintain, and troubleshoot PCs, laptops, printers, multi-function devices, smartphones, and related peripherals.
• Install and support Microsoft Windows, Microsoft Office / Microsoft 365, business applications, and standard company software.
• Support user accounts, passwords, permissions, Active Directory, Group Policy, and other basic access-management activities.
• Troubleshoot LAN, Wi-Fi, VPN, internet connectivity, and other common network-related issues.
• Prepare, image, configure, test, deploy, upgrade, and maintain end-user computers and IT devices.
• Support new employee onboarding by preparing devices, accounts, system access, and required software.
• Support employee offboarding by collecting IT equipment and coordinating the removal or disabling of system access.
• Maintain accurate IT asset records, including equipment assignment, transfer, replacement, repair, and disposal.
• Manage IT inventory and ensure company IT assets are properly controlled.
• Coordinate with vendors for repairs, maintenance, warranty claims, procurement, and technical support when necessary.
• Assist with IT security activities, including endpoint security, antivirus monitoring, user access review, and security reporting.
• Maintain accurate records of incidents, troubleshooting activities, solutions, and recurring problems.
• Create and maintain user guides, troubleshooting guides, standard operating procedures, and technical documentation.
• Identify recurring IT problems and recommend permanent solutions or process improvements.
• Support IT projects and other technology-related activities as assigned.

WORKING STYLE AND EXPECTATIONS

The successful candidate must demonstrate a proactive, accountable, and solution-oriented working style.

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*All applications will be treated in strict confidence. All material submitted in connection with your application will become part of our confidential recruitment files. We regret that only shortlisted candidates will be notified.

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PERSOL HR Services Recruitment (Thailand) Co., Ltd.

No. 179, Bangkok City Tower, Unit [2101-02 21](tel:2101-02 21)st Floor,

South Sathorn Road, Thungmahamek,

Sathorn, Bangkok 10120

Contact Person: HR Department - Please click apply via JobsDB first.