IT End-User Support Team Lead

The IT Support leader position requires applicants to be able to utilize our industry-leading technology to optimize the operational efficiency of our IT Support team. Through thoughtful trend analysis, your leadership will help identify root issues and architect solutions to reduce workloads. Additionally, you will work alongside the IT Manager to prioritize, break down and coordinate company initiatives. Your contributions will directly impact the success of our team and promote our image to the company. Role DescriptionManage IT Support operation · Time scheduling and coordinate working plan for IT Support Team as 2 shifts are needed to cover operation. · Maintain and update onboarding and offboarding Power Automate cloud flows. · Provide technical support to end-user on Microsoft 365 accounts and applications. · Cooperate with network and infrastructure team in configuring, managing, installing call services at sites · Coordinate with team to provide quick technical support on hardware and software or reduce issue impact to end-user operation at sites · Set-up and manage learning lab, propose, and deploy solutions as needed. · Drafting highly specialized reports and proposals. · Other duties as assigned. IT infrastructure, network, and software support · Support building documentation for troubleshooting procedures related to IT infrastructure, network software and hardware. · Provide technical guidance and assistance to the IT support team members · Support and manage access permissions in the various systems in compliance with the information security procedures in place · Provide rapid technical support (remote or on-site if needed) to users by troubleshooting problems related to network and system performance or disruption. · Record issues’s description and solution for updates in the Helpdesk ticketing system in the future. · Actively work in addressing Helpdesk tickets, including contacting suppliers or stakeholders for resolution within SLAs. · Emergency support for infrastructure systems.  IT assets & payment management · Support the sourcing and procurement efforts for the acquisition of hardware and software needed by the organization. · Manage IT hardware assets by keeping track of inventory, asset status and asset ownership · Ensure IT hardware performance by using authorized software based on pre-determent IT software packages. · Cooperate with IT members who responsible purchasing and payment to determine the suitable hardware/software specification basing on company’s standard. · Equipment purchases planning based on IT budget, tracking, and recording IT budget usage. IT assets & payment management · Support the sourcing and procurement efforts for the acquisition of hardware and software needed by the organization. · Manage IT hardware assets by keeping track of inventory, asset status and asset ownership · Ensure IT hardware performance by using authorized software based on pre-determent IT software packages. · Cooperate with IT members who responsible purchasing and payment to determine the suitable hardware/software specification basing on company’s standard. · Equipment purchases planning based on IT budget, tracking, and recording IT budget usage. IT support leader’s responsibilities · Make sure IT support team provide fast support to minimize issue impact time. · Provide technical advice to user as well as guidance on how to better utilize resources. · Coordinate with team and vendor to resolve issues that have wide range impact as well as provide temporary solutions for the issues. · Follow up with team to assure IT SLAs. Require flexible working time. · Assigned tasks and schedule to team. Make sure that IT support always available at operation hours. · Report to management on various tasks and general IT service. The above statements are a snapshot of the duties and responsibilities of the role and are not intended to be an exhaustive list.  Qualifications· A strong customer-focus mindset is a must. · Advanced Hardware knowledge. · Fluency in English is a must. · Hard-working and willing to learn · Hands-on experience in Microsoft 365 products. · Knowledge of LAN, WAN, and WLAN systems