Job Summary:
- Monitor, and maintains the company’s IT Infrastructures. Install, and configure hardware, and software, and solves advanced technical problems, incidents, and service requests on time. Identify the root causes for issues, and incidents, and also deploy prevention or improvement methods.
Roles and Responsibilities:
- Responsible for infrastructure operations & maintenance for offices, warehouses, and stores with level 1 and level 2 support.
- Maintain, and monitor computer systems and network performance with a proactive mindset.
- Standardize, and optimize the installations, and configurations of computer hardware, software, systems, networks, printers, and scanners, to improve efficiency and performance.
- Troubleshoot, identify the root cause, and resolve escalated service issues and requests on time.
- Work closely with other IT Teams and the Regional IT Teams, follow up, and help to fulfill user requests on time, ensuring service delivery.
- Providing advanced technical support across the company (this may be in person or over the phone), writing guidelines, conduct orientation training sessions for new users when required.
- Build & maintain documentation for daily operations, build up the knowledge base, and troubleshoot procedures related to IT infrastructure, network, software, and hardware.
- Research, and testing for automation/improvement methods that can be applied to reduce the workload of the IT daily tasks/activities.
- Periodically audit to ensure alignment with MAA policies and compliances.
- Responsible for IT infrastructure projects, new store openings, …, as well as working with external vendors, and follow up with the assigned tasks.
Financial and Non-Financial Measures:
- Achieve support SLA KPIs under MAA IT scope.
- Responsible for computer and other IT infrastructure equipment setup, installations, and configurations.
- Deliver required IT solutions, and follow the policies and standards under MAA IT scope.
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