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.
- 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.
- 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.
- 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.
- Support IT onboarding and offboarding processes for employees.
- 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
Skills Required
- Bachelor's degree or higher in Computer Science, Computer Engineering, Information Technology, or a related field
- At least 3 years of experience in a shared service environment or customer support service center
- At least 3 years of experience supporting client applications, PC/Windows network infrastructure, and business applications
- Good command of written and spoken English
- Ability to manage multiple tasks and priorities efficiently
- Service-minded approach
- Experience with Jira Service Management and Asset Management
- Microsoft 365 administration experience
- Microsoft Azure experience
What We Do
EFFICIENCY IN MOTION Driving Banking Innovation ATA IT, a subsidiary of the National Bank of Canada, was established in 2016. We deliver world-class IT services to NBC and its subsidiaries, setting the standard for banking technology and supporting its global reach. We achieve this through innovative banking services and uncompromising security, adhering to the highest standards to ensure our group's trust and satisfaction. Our expertise includes: · IT Banking Solutions: From enterprise architecture and infrastructure implementation to seamless integration services and fully managed, high-availability data center hosting. · 24/7 End-to-End Support: Ensuring continuous operational excellence with round-the-clock monitoring and maintenance. · Business Services & Applications: From secure brokerage platforms and corporate banking portals to solutions for institutional trusts, securities lending, and syndicated loans, we are aligned to the financial landscape. ATA IT’s strength lies in encouraging our employees to drive innovation, and our team is a vibrant mix from various cultural backgrounds & industries, collaborating to create a thriving work environment.
