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IT Infrastructure support

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IT Infrastructure support2019-11-11T04:03:41-05:00<p><span style="font-weight: 400;">ThoughtWorks are a technology consultancy with an enviable track record of delivering real business value to a multitude of customers. Globally we employ around 6,500 people. In Southeast Asia, we are around 200 people, with offices in Singapore and Bangkok.</span></p> <p><span style="font-weight: 400;">We are looking for a passionate support consultant to join our Southeast Asia Workspaces team in Bangkok.</span> <span style="font-weight: 400;">We provide smart and human-centered support across the business with an emphasis on the level of quality that we provide to our users. Our communication as a team, willingness to share our knowledge and continuous learning, are paramount to our success. </span></p> <p><span style="font-weight: 400;">You will be working within a small team structure to provide the best in class IT services to users across Southeast Asia. The team provides a full range of IT-related services, including PCs, laptops, video conferencing software and corporate mobile devices.</span></p> <p> </p> <p><strong>Responsibilities:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide onsite hands-on technical support and insightful advice to users</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Focus on providing users with best in class support experiences</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Acknowledge and address all customer queries, requirements and needs with patience and empathy</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide guidance and training to users on current technology and IT policies</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Educate users on new technology and processes to enhance technology adoption</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Promote self-help through the self-service portals</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Manage customer expectations to enhance the overall IT support experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Providing onsite and remote support to project teams across Southeast Asia</span></li> </ul> <p> </p> <p><strong>Duties:</strong><span style="font-weight: 400;">     </span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Quickly diagnose and resolve IT issues for users</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide users with training and advice on company offered solutions related technologies and transformations</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Utilize Service Now to document and track all assets calls</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide written documentation, updates and root cause analysis on IT issues to ZenDesk ticketing system as required</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Create knowledge articles for newly discovered issues in our Knowledge base    </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide feedback on potential issues or concerns to mitigate future risks  </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Receive damaged laptops and arrange a repair</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Receive, log and store newly purchased laptops</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Keep the stock well organized and accurately recorded in our inventory system</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Do regular inventory reconciliation</span><span style="font-weight: 400;">    </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Keep perfectly accurate records of who is assigned which laptops</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Manage our stock levels of mice, keyboards, monitors, adapters, and cables, making sure our offices and large project teams at clients are sufficiently stocked   </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Support video conferencing by Zoom</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Support client project IT requirements</span></li> </ul> <p> </p> <p><strong>Key Qualifications and Requirements:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">3-5 years of customer service or service desk</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Eagerness for continuous learning</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Self-organization and prioritization skills</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Attention to detail</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Deadline-focused time management skills</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Initiative to keep making our laptop processing more efficient     </span><span style="font-weight: 400;">    </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Confidence to question things and make recommendations</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong customer service communication &amp; ethic</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Understanding the importance of Information security</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Regular communication with team, users and partners</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Openness to travel infrequently to other Southeast Asia offices</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Previous experience supporting software engineers and Mac computers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Previous AV experience is a plus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Basic network skills (DNS, DHCP, Wired, Wireless, VPN …)</span></li> </ul> <p> </p> <p><span style="font-weight: 400;">* At this stage we are looking for people <strong>who are already based in Thailand</strong>, to join us in shaping and growing our newly opened Bangkok office.</span></p> <div> <p><strong>Not quite ready to apply? Or maybe this isn’t the right role for you?</strong></p> </div> <div> <p>That’s OK, you can stay in touch with <a href="https://www.thoughtworks.com/careers/access?utm_source=apply-jobs&amp;utm_medium=jd&amp;utm_campaign=access-thoughtworks" target="_blank" data-saferedirecturl="https://www.google.com/url?hl=en&amp;q=https://www.thoughtworks.com/careers/access?utm_source%3Dapply-jobs%26utm_medium%3Djd%26utm_campaign%3Daccess-thoughtworks&amp;source=gmail&amp;ust=1527062844618000&amp;usg=AFQjCNH-d9OFRKlnhqNNjMM8fC6D2Uax4w">AccessThoughtWorks</a>, our learning community (tick '<em>contact me about recruitment opportunities</em>' to hear about jobs in the future).</p> <p> </p> <p style="color: white;">#LI-SEA</p> </div>ThoughtworksBangkokThailand