- Provide first level IT support like password reset
- Administer Microsoft users using Active Directory and Software distribution tools (working with Global IT)
- Configure/Maintain/Upgrade client systems (Laptop/Desktop/Sign Pads/Smartphones) and network printers according to Global Hilti Standards under life cycle management
- Provide onsite and remote support for local users in all locations
- Support MS Office cloud and client applications
- Meticulously track Hilti IT equipment and smartphones assets using software provided under asset management
- Log all calls on Service Now system and assign appropriate Priority and Service Level (if Market Organization (MO) or Business users are not able to do)
- Provide timely feedback to users
- Lead in projects to manage infrastructure changes such as deployment or relocation for MO
- Lead local projects or to be onsite responsible for Global rollout
- Able to support IT purchasing process for Finance / Procurement team
- There will be events that require support after office hours for users and requests, also as an extension of onsite assistance when required from HAITS team where critical system maintenance occur
- Manage and work with vendors for services like Internet providers, UPS, IT Services Partners
- Excellent academic results, Bachelor Degree in IT/Computing Science/Network
- Strong PC, laptop, tablet hardware support experience
- Knowledge and experience of Microsoft Windows Microsoft Windows OS, Microsoft Office, PC hardware / software / tools, network troubleshooting (LAN and TCP / IP) and IT hardware
- Good and supportive telephone manner and communication skills
- Self-motivated and an independent team member
- Good analytical skills and structured approach to problem solving
- Good coaching skills. Able to produce user guides, share IT knowledge with colleagues, improve user experience for all
- 0 - 5 years proven membership of a globally oriented IT team
- 0 - 5 years proven track record in a support role including experience in customer support
- 0 - 2 years of stakeholder and management experience
- Preferable with 2 years of industrial experience in MIS field in supporting business users on IT service support and delivery.
- Fluency in English (verbally and written). Multilingual will be advantage.
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IT Infrastructure Engineer - Malaysia, Selangor - hilti
Description
What's the role
We are looking for an IT Infrastructure Engineer to strongly contribute and play an important part in our regional IT infrastructure management by providing end-to-end user IT service improvement throughout Asia Pacific & Oceania from our strategic IT location Kuala Lumpur, Malaysia.
As an IT Infrastructure Engineer, you will be primarily responsible for managing and supporting the IT ticketing process while ensuring that everything runs seamlessly. You will look for potential areas of improvement and provide proactive support in designing and continuously improving our service processes. In addition, you will be responsible for the end-to-end support of the IT service landscape, focusing on the end-user client, digital workplace infrastructure, and various core applications (e.g., Office365) while creating and maintaining technical documentation and training materials.
Coordinating external IT service providers is also part of your daily tasks, and you will closely cooperate with different global Hilti IT engineering teams. Furthermore, you will interact with end users and process IT incidents channeling through our Incident Management System. You will also have the opportunity to coordinate and collaborate on various IT projects (such as roll-outs of hardware and software), and chances to travel to other countries for Project, Assignment and Development
What does the role involve
As an IT Infrastructure Engineer focusing on IT service management, you are responsible for end-user support and incident management processes to ensure operational excellence. You will be crucial in engaging our end-users and their business needs across the region. This will directly contribute to our business and increase productivity of our business counterparts.
You will support IT initiatives globally and regionally in Asia Pacific &Oceania by working closely with SMEs of various IT infrastructure areas while ensuring IT security and compliance per Hilti policy. You will also get the chance to optimize IT processes and services to enhance user experience.
Day to day responsibilities will include:
What do we offer
We have an excellent mix of people, which we believe makes for a more vibrant, more innovative and more productive team.
What you need is:
Show us what you're made of and we'll offer you opportunities to move around the business - to work abroad, experience different job functions and tackle different markets. It's a great way to find the right match for your ambitions and achieve the exciting career you're after.
We have a very thorough people review process, unlike any we know of in any other business. We can pair talent with opportunities - developing our people in their current roles or challenging them to work in new ways or in new places. It's how we find the right fit, further our teams personally and professionally, get the best value for each employee and increase the job satisfaction. Additionally, we offer you a wide range of benefits.
