IT Support / Customer Support Engineer (Basic English Communication)

Key Responsibilities:

1. IT Tecnical Support

• Provide day-to-day IT support to users for hardware, software, network, printer, email, and general workplace IT issues.
• Coordinate with application owners, or software vendors for issue investigation and resolution.
• Receive, log, categorize, prioritize, and track incidents and service requests through ticketing tools or service logs.
• Prepare user guides, troubleshooting steps, and knowledge articles for common IT issues.
• Assist in ensuring IT service processes follow internal policies, security requirements, and operational standards.
• Prepare regular reports on IT support tickets, incident status, asset inventory, vendor issues, contract renewals, and pending actions.

2. IT Asset Management

• Maintain accurate records of IT assets, including desktops, laptops, monitors, printers, network devices, software licenses, and related equipment.
• Conduct periodic IT asset checks and reconcile physical assets with asset records.
• Support procurement and replacement planning by providing asset inventory and lifecycle information.

3. Contract & License Management

• Maintain records of IT contracts, maintenance agreements, warranties, software subscriptions, and license renewals.
• Track contract periods, expiry dates, renewal schedules, service scope, and related costs.
• Coordinate with vendors and internal stakeholders for quotation requests, renewal documents, approval processes, and contract follow-up.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• 3-5 years of direct experience in IT Technical Support, IT Helpdesk, IT Administrator roles.
• Familiarity with the ITIL framework (specifically Incident Management, Request Fulfillment, and Asset Management) is highly preferred.
• Proficiency in supporting major operating systems (Windows/macOS), enterprise productivity suites (Microsoft 365, Google Workspace), and basic network infrastructure (LAN, Wi-Fi, VPN).
• Hands-on experience using Ticketing or ITSM tools to systematically log, categorize, prioritize, and track incidents and service requests.
• Strong administrative and organizational skills for managing maintenance agreements (MA), software license renewals, and hardware warranties.
• Professional maturity and experience in coordinating with external vendors and suppliers for quotation requests, contract follow-ups, and renewals.
• Strong service mindset with a dedication to delivering seamless and high-quality UX (User Experiences) for all internal staff.
• Good command of English, with the ability to read technical documentation, communicate effectively with software vendors, and prepare professional knowledge articles.