Title:  Specialist, Digital Workplace

Key Responsibilities

• Technical Support – Provide Service Ticket onsite and remote support for end-user devices, collaboration tools, and workplace applications (e.g., Microsoft 365, Teams, SharePoint). Troubleshoot hardware, software, and connectivity issues; manage Active Directory accounts and permissions. Manage and resolve IT service requests and incident tickets. Track and update ticket status, escalate complex issues, and analyse trends to prevent recurring problems.
• Hardware Management – Install, configure, and maintain desktops, laptops, mobile devices, and peripherals. Coordinate with vendors for procurement and repairs; manage asset inventory and lifecycle.
• Software Management – Perform regular server patching and updates to ensure security and performance. Schedule and deploy OS and application updates; monitor compliance and address vulnerabilities.
• IT Security & Infrastructure – Implement and monitor IT security measures. Maintain and troubleshoot network infrastructure (LAN/WAN, Wi-Fi, VPN) and ensure compliance with policies and regulations.
• Cross-Team Collaboration & User Enablement – Participate in modernization initiatives, system upgrades, and process automation. Collaborate with IT teams across countries on patch management, software deployments, and infrastructure initiatives. Provide user training on new tools or digital workplace products as needed. Demonstrate a strong customer-centric mindset with a passion for service excellence. May be required to travel to company locations for onsite support or project implementation.
• AI Integration & Automation – Support deployment of AI-powered service desk tools and analytics. Explore automation opportunities for repetitive IT tasks using AI and scripting.

Requirements

• Higher Diploma or above in Information Technology, Computer Science, or related discipline.
• Minimum 2+ years of experience in IT support.
• Strong knowledge of Microsoft 365 (Teams, Outlook, SharePoint) and Windows OS.
• Experience in Active Directory administration, account management, and access control.
• Familiarity with network infrastructure (LAN/WAN, Wi-Fi, VPN) and basic troubleshooting.
• Understanding of IT security best practices and compliance requirements.
• Good problem-solving skills with the ability to work independently and under pressure.
• Good interpersonal and communication skills in English and Mandarin.
• Customer-oriented mindset with a proactive approach to service delivery.
• Awareness of AI tools and their application in IT service delivery is an advantage.

Key Skills

• Problem-Solving Mindset: Ability to analyze issues, identify root causes, and implement effective solutions.
• Customer Centricity: Strong passion for serving customers with empathy and professionalism.
• Collaboration Skills: Proven ability to work effectively with IT teams across different countries and time zones.
• Technical Proficiency: Familiarity with digital workplace technologies, patch management tools, and deployment processes. Fast learner, able to adapt to working in a fast-paced environment with new technologies and changing environments.