Technical Support:
-Provide first and second-level technical support to end-users for hardware, software, and network-related issues.
-Diagnose and resolve technical problems, including desktop, laptop, printer, and peripheral issues.
Application Support:
-Provide support for enterprise applications, including installation, configuration, and troubleshooting.
-Assist users with application-related queries and issues, ensuring minimal disruption to business operations.
-Work with application vendors for advanced troubleshooting and issue resolution.
-Focused to Microsoft products such as MSO365, SharePoint, Power Builder, B1, etc
System Maintenance:
-Perform regular system maintenance tasks, including updates, patches, and backups.
-Monitor system performance and ensure optimal functioning of IT infrastructure.
User Training:
-Conduct training sessions for end-users on the effective use of hardware and software applications.
-Develop and maintain user guides, documentation, and training materials.
Incident Management:
-Log and track all support requests in the ticketing system, ensuring timely resolution.
-Escalate complex issues to senior technical staff or third-party vendors as necessary.
Collaboration:
-Work closely with other IT team members to coordinate support efforts and share knowledge.
-Collaborate with other departments to understand their IT needs and provide appropriate solutions.
Continuous Improvement:
-Stay updated with the latest industry trends, technologies, and best practices.
-Proactively identify opportunities for improving IT processes and systems.
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; Requirements:- What you must have
-Bachelor's degree in information technology, Computer Science, or a related field.
-3-4 years of experience in IT technical support and application support roles.
-Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and enterprise applications.
-Experience with network troubleshooting, including LAN/WAN, TCP/IP, and VPN.
-Familiarity with IT service management (ITSM) tools and practices.
-Excellent problem-solving and analytical skills.
-Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
-Ability to work independently and as part of a team.
-Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are a plus.