IT Support Officer

Key responsibilities

• Working Hours: Monday to Friday, 9:00 AM – 6:00 PM, supporting the Technical Support Line; occasional work outside standard hours may be required based on business needs.
• Serve as the first and single point of contact (SPOC) for IT service requests and incidents from global end-users.
• providing IT administration and 1st-level technical support for international business units across multiple time zones within a centralized shared service center in Bangkok.

Service Desk & Incident Management

• Respond to user requests and incidents via phone, email, and online channels, logging all cases into the service desk system per established procedures.
• Monitor, follow up, and escalate incidents in accordance with agreed Service Level Agreements (SLAs).
• Provide 1st-level remote technical support for applications, infrastructure, systems, networks, and desktop/end-user clients.
• Experience with Jira Service Management and Asset Management is a plus.

Technical Support

• Set up, configure, and support Windows-based computers, macOS workstations, and peripheral equipment (printers, scanners, video conferencing systems, etc.).
• Perform routine preventative maintenance and apply software/hardware updates to minimize system downtime and outages.
• Perform administrative tasks in Active Directory and Microsoft 365.
• Microsoft 365 administration experience is a plus.
• Microsoft Azure experience is a plus.
• Support the wider IT infrastructure team to ensure systems remain well-maintained and operational.

Asset & Vendor Management

• Maintain accurate IT asset records, including tracking, allocation, and lifecycle management of hardware and software.
• Maintain adequate stock of IT equipment to support business operations and growth.
• Coordinate with the purchasing department on IT equipment requirements and procurement.
• Liaise with local IT teams, development teams, corporate IT, and external vendors on service requests, tickets, and issue resolution.

Onboarding/Offboarding

• Support IT onboarding and offboarding processes for employees.

Professional Development

• Continuously develop technical, functional, and interpersonal competencies.
• Maintain a strong customer service orientation to enhance end-user satisfaction.

Qualification

• Bachelor's degree or higher in Computer Science, Computer Engineering, Information Technology, or a related field.
• At least 3 years' experience working in a shared service environment/ customer support service center supporting medium to large applications in a diverse environment globally.
• At least 3 years' experience providing user support of client applications, PC/Windows network infrastructure, and customer business applications.
• Good command of written and spoken English.
• Ability to manage multiple tasks and priorities efficiently.
• Service minded.
• Experience with Jira Service Management and Asset Management is a plus.
• Microsoft 365 administration experience is a plus.
• Microsoft Azure experience is a plus.

What you will get from ATA IT :

• 14 days' vacation in first year
• Health insurance for staff & families
• Life insurance
• Dental fee for staff & families
• Provident fund
• Monetary Assistance (Childbirth, Funeral, Basket Visit)
• Annual Party
• Monthly Activities- Staff Birthday & Company Activities
• Annual Health Check