Senior Information Technology Support

ROLES & RESPONSIBILITIES

Incident and Problem Management:

• Act as the primary escalation point for complex technical incidents
• Perform in-depth Root Cause Analysis (RCA) to identify and resolve the underlying source of recurring incidents, rather than just treating symptoms.

• Manage and resolve critical system and application issues related to core business systems (e.g., POS, CRM, ERP interfaces).

System and Application Support:

• Provide expert support for all End-User Computing (EUC) equipment, operating systems (Windows, macOS), and productivity software.
• Configure, deploy, and troubleshoot applications, focusing on maintaining the integrity of the Data Flow between key systems (e.g., ensuring POS transactions correctly integrate with the backend database).

• Manage user accounts, access rights, and security policies via Active Directory or other identity management platforms.

Documentation and Knowledge Transfer:

• Create and maintain comprehensive Knowledge Base (KB) articles, technical documentation, and Standard Operating Procedures (SOPs) for the IT team and end-users.
• Conduct training and provide technical Mentorship to junior support personnel to elevate the overall capability of the Support team.

Hardware and Infrastructure Maintenance:

• Oversee the inventory and lifecycle management of IT assets (hardware, software licenses).
• Assist in maintaining server health, network connectivity, and security patching activities as directed by the Infrastructure team.

Qualifications:

1. Bachelor's degree in Information Technology, Computer Science, or a related field.
2. Minimum of 3 years of direct experience in IT Support or Help Desk operations, with at least 1 years operating at a Senior or Tier 2/3 level. Proven experience in supporting POS, CRM, and/or Web-based systems is essential. Experience providing remote IT support to multi-site or overseas locations is an advantage.
3. Willingness to travel internationally on an occasional basis (typically short trips, on short notice) to support new overseas branch openings, and to participate in an on-call rotation providing after-hours support aligned with overseas branches’ time zones.
4. Advanced Troubleshooting skills across hardware, software, network connectivity, and operating systems
5. Expertise in Active Directory and Group Policy Management.
6. Strong working knowledge of Database to troubleshoot application data issues.
7. Excellent communication, interpersonal, and customer service skills, with the ability to explain complex issues clearly.
8. Deep understanding of organizational data flow between core business applications.
9. Working knowledge of VPN, remote-access tools, and basic network/router troubleshooting to support connectivity for overseas branches.
10. Good English communication skills (written and spoken) to coordinate with overseas branch staff, local vendors, and international teams; ability to work flexible hours across time zones.