Local IT Services & Support Technician

Role Summary

The Local IT Services & Support Technician plays a pivotal role in maintaining and enhancing the technological infrastructure of the organization. This position is office-based but requires flexibility to support office locations and manufacturing plants. The technician provides onsite technical support for a wide range of hardware devices and software applications, including typical office functions (Windows laptops, printers, applications) and manufacturing plant functions (label printers, scanners, access control, etc.). The role involves managing small project works independently and collaborating in larger international teams for more complex projects.

Duties and Responsibilities

• Timely response to incident tickets for specific locations.
• Desk-side support and troubleshooting for OS and application issues.
• Device configuration for new joiners and recovery from leavers.
• Participation in small to major incident/problem/change assessments and resolutions.
• Providing technical support for hardware, software, and network issues.
• Handling hardware installation, maintenance, and upgrades. Software installation, configuration, and updating.
• Network connectivity support and maintenance.
• User training and guidance on software applications and IT tools.
• Ensuring security compliance with predefined policies and strategies.
• Managing hardware inventory and informing procurement needs.
• Performing scheduled maintenance tasks for system optimization.
• Escalating complex technical issues to higher-level support or specialized teams.
• Maintaining accurate documentation of support activities.
• Organizing local IT environment, including IT rooms and server rooms.
• Providing exceptional customer service.
• Responding to emergency IT incidents or system outages.

Key Requirements:

Interpersonal Skills:

• Excellent customer relations, interpersonal, and communication skills.
• English Level B1 or above required for the role.
• Ability to work effectively both independently and as part of a team.
• Experience with internal and external customer engagement.
• Self-motivated, proactive, and flexible in approach to work
• Strong problem-solving abilities and experience in network device configuration.

Technical Skillset:

• Proficient in Windows device (laptop and desktop) build and support.
• Skilled in managing multi-function print and scan devices.
• Competent in software installation, validation, and application support.
• Experienced in ticket queue management and reporting.
• Capable of performing simple maintenance tasks for various hardware devices.
• Ability to document activities clearly in a regulated environment.
• Knowledgeable about manufacturing plant hardware (e.g., ASCOM telephones, label printers, scanners, access control devices) if located at a manufacturing site.
• Adept at inventory management.