IT Help Desk Technician
Position Summary:
The IT Help Desk Technician is responsible for providing first- and second-level technical support
across end-user computing, IT assets, networking, and security environments. This role supports
multiple sites across Asia and works closely with Corporate IT to ensure stable, secure, compliant,
and well-documented IT operations.
Key Responsibilities:
IT Support & End-User Computing
• Configure, install, upgrade, and maintain desktops, laptops, tablets, and related peripherals.
• Provide day-to-day helpdesk support including system configuration, software installation, troubleshooting, and problem resolution.
• Perform on-site and remote support for users across Asia, including India, Philippine, China, Taiwan, Korea, Singapore, and Malaysia.
• Perform fault diagnosis, resolution, and escalation in accordance with IT support procedures and SLAs.
IT Asset Management
• Maintain accurate inventory of IT assets including laptops, desktops, monitors, mobile
devices, network equipment, and peripherals.
• Perform asset tagging, registration, tracking, and lifecycle management (procurement,
deployment, transfer, repair, and disposal).
• Update and maintain asset records in IT Asset Management systems or CMDB.
• Support IT onboarding and offboarding activities by ensuring correct assignment and recovery of IT assets.
• Assist in IT asset audits and ensure compliance with internal asset management and disposal policies.
• Coordinate with vendors and service providers for warranty claims, repairs, and asset replacements.
Network & Infrastructure Support
• Install, configure, maintain, and troubleshoot network infrastructure including LAN, WAN, and Internet connectivity.
• Support networking hardware, software, and services such as switches, access points,
firewalls, VPNs, and endpoint protection systems.
• Perform installation, setup, maintenance, and backup of network equipment and local storage devices.
• Provide technical support and consultation for network enhancements or infrastructure changes in coordination with Corporate IT Management.
Documentation & Quality Management
• Maintain accurate IT documentation including asset records, system configurations, procedures, and support logs.
• Assist in RBA and ISO 9001 documentation, audits, and evidence preparation.
• Understand and support Quality Management System (QMS) requirements, including documented information, planning, and process interaction mapping.
Vendor & Outsource Support
• Coordinate with outsourced service providers and vendors for IT support, network services, and asset-related matters.
• Monitor service delivery and escalate issues when required.
General Duties
• Support Corporate IT initiatives and regional IT projects as assigned.
• Perform ad-hoc IT-related duties assigned by management.
Required Skills & Knowledge
• Knowledge of Windows OS, end-user hardware, and standard enterprise software.
• Understanding of IT asset management principles and lifecycle processes.
• Basic to intermediate knowledge of LAN/WAN networking, firewalls, VPNs, and endpoint security.
• Familiarity with IT security practices, asset control, and software licensing compliance.
• Ability to maintain documentation and audit-ready records.
• Strong troubleshooting, communication, and teamwork skills.
Preferred Qualifications
• Diploma or Degree in Information Technology, Computer Science, or related field.
• 1–3 years of experience in IT Help Desk, Desktop Support, Asset Management, or Network Support.
• Experience supporting multi-site or regional IT environments is an advantage.
• Exposure to ISO 9001, RBA, or similar compliance frameworks is a plus.