Helpdesk Operator

• Responsible for receiving and collecting required information of Information Systems’ problems from customer end-users
• Responsible for ITSM process and IT Security (ISO 27001), tracking and following up to makes sure the IT processes are solved within the SLA time.
• Responsible for timely analyzing and reporting Helpdesk problems
• Recommendations to end-users to resolve repeated issues.
• Recommendations to end-users for appropriate usage of the systems
• Enhance daily IT operations
• Lead and coordinate the troubleshooting process
• Find opportunities to further optimize the IT infrastructure and operations
• Enhance Back up for System Administrators in critical technology areas
• Review and verification of technical documents created by the Laidon service team
• Prepare documentation and reports including but not limited to manuals, test guides, project plans and work breakdowns
• Work in partnership with internal and/or external stakeholders to design, manage, test and seek agreement on development systems solutions to meet the needs of the business
• Coordinate with other team to accomplish business requirement
• Develop and suggest the recommendations for supporting implementation and continuous improvement to the team and external customer
• Another task will be assigned
• Working time: Night shift

EDUCATIONAL QUALIFICATIONS

• Qualification University Degree majored in Computer Science, Information Technology or relevant experience
• Basic IT knowledge (i.e., understand what it means by hardware, software, OS, Web page, Cloud, etc.)
• Questioning skill to get accurate, right information.
• Communication skill to convey clear information in a structured manner.
• Skill to organize data for easy tracking and analyzing.
• Intermediate or advanced English.

WORK EXPERIENCE

• Minimum 03 years working experience in IT infrastructures, operations or technical support environment
• Experience in troubleshoot Cisco devices, Cloud service, AD, firewall
• Good understanding of TCP/IP, UDP, HTTP, SSL/TLS and DNS
• Good knowledge of design patterns, system architecture, and best practices
• Good knowledge of Window/UNIX/Linux operating system including troubleshooting and system hardening
• Customer service working experience is preferred.
• Salesforce experience is preferred
• BCP and DRC is preferred

KNOWLEDGE:

• An ability to be able to communicate effectively in writing and verbally to a wide range of people at all levels including communicating complex technical issues
• Provide an efficient professional consulting and supporting service to meet high-level expectation / satisfaction from customers with SLA target.
• The complexity of problems.
• The variety of problems in different systems that have different support resources.
• Deal with tough and conservative users.
• The diversity of end-users with different preferences

LEADERSHIP COMPETENCIES

• Customer Oriented
• Leads for performance
• Analysis and problem solving
• Adapts and learns
• Supports Action, Change and Innovation, Proactivity
• Develops Employees