Act as the 1st line and 2nd line IT Support within the company, and be flexible for rotational shifts (APAC, EMEA, CST)
Work with the infrastructure team to manage and maintain our organisation's key platforms, such as Atlassian, Slack and Google Workspace, etc., as an SME.
Try to identify improvement areas in the assigned platform, and also find where we can reduce manual efforts with automation
Conduct training sessions and workshops to ensure effective use of IT systems and tools(assigned platform).
Work with the Infosec team to ensure the security and integrity of IT systems through regular maintenance and updates.
Collaborate with other departments to achieve the department’s objective.
Provide advanced technical support to end-users, resolving complex hardware, software, and network issues.
Stay up to date regarding IT technology and solutions.
Support and drive the implementation of ITIL processes, including Incident and Problem management.
Collaborate with the team to develop and document standard operating procedures (SOPs) and knowledge base articles to improve efficiency and facilitate knowledge sharing.
Participate in IT projects and initiatives, such as system upgrades, migrations, and implementations, ensuring smooth transitions and minimal disruption to users.
Maintain accurate records of support activities, including incident reports, resolutions, and technical procedures documentation.
Support our department's objective to Innovate, Optimise, and Automate.