Senior IT Support Staff (P0002574)

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Job Title: Senior IT Support Staff

Job Grade: B4

Reporting To: IT Operation, Infrastructure and Security lead

Work Location: Factory

The Operation Lead is responsible for managing day-to-day IT support operations, ensure smooth service delivery, timely issue resolutions and adherence to SLA. The role focuses on coordinating support activities, controlling ticket flow and maintaining stability of endpoint devices. IT infrastructure and application usage by users.

• Coordinate daily IT support activities and manage ticket queue to ensure timely resolution in line with SLA
• Monitor incident and service request status, ensuring proper prioritization and escalation.

Incident and Problem Handling

• Support troubleshooting of infrastructure, endpoint devices and business applications at tier 1.
• Assis in root cause identification for recurring issues and escalate findings to higher-level support.
• Coordinate major incidents and ensure communication between users and technical teams.

Endpoint, Microsoft 365 Basic Infrastructure Support

• Oversee support and maintenance of endpoint devices (PC, Laptop, Mobile devices, Printers)
• Support Microsoft 365 services (Entra ID, Exchange Online, Teams, SharePoint, OneDrive) at operation level.
• Assistant in monitoring IT infrastructure (network, VPN, WiFi) and report abnormalities.

SLA and Service Performance Control

• Tracking SLA performance and ensure incidents are resolved within agreed targets.
• Monitor ticket trend and escalate improvement opportunities.
• Maintain service quality and ensure user satisfaction.

Coordinate and Escalation Management

• Coordinate with infrastructure, security, application teams and vendors.
• Ensure proper handover between shifts and maintain continuity of services.
• Escalate critical issue following defined IT support process.

Document and Reporting

• Ensure accurate ticket documentation and update ITSM systems.
• Prepare weekly operational reports.
• Maintain technical documentation and knowledge base.

• Bachelor’s degree in IT, Computer Engineering, Computer Science, or related fields.
• 3-5 years of experience in IT support, IT infrastructure, End user support.
• Experience in supporting endpoint devices, Microsoft 365 environment and basic infrastructure operations.
• Proven experience in handling incident management and service request operations.
• Experience working with ticket system (ITSM tools) and SLA-driven support environments.
• Exposure to multi-site or factory support environments is an advantage.

Technical Competencies:

Good to know :

• Networking techniques (LAN, WAN, WiFi, VPN, TCP/IP)
• Endpoint devices (PC, Laptop, Mobile devices, Printers)
• Microsoft 365 Services (Entra ID, Exchange Online, Teams, SharePoint, OneDrive)

Basic understanding :

• Microsoft Azure (identity, access, basic monitoring)
• IT infrastructure (server, firewall, network connectivity)

Familiarity with :

• Endpoint management tools (e.g. Intune or equivalent)
• ITIL process (Incident, Request, Escalation handling)

Behavioral Competencies:

• Proactive mindset and strong ownership.
• Customer-service focus with excellent communication skills.
• Team collaboration and mentoring capabilities.
• Problem-solving and analytical thinking.
• Ability to perform well under pressure.

• Ticket resolution quality and SLA compliance.
• User satisfaction scores and feedback
• System uptime and stability.
• Accuracy of root-cause analysis and recurrence prevention.
• Contribution to process improvement.
• Knowledge sharing and team support effectiveness.