Job Description POSITION SUMMARY The Manager, Infrastructure - Systems Support APAC is responsible for providing technical and process leadership to the APAC region's IT Support teams.
This is done by developing the APAC Team resulting in the delivery of expert, efficient, and friendly technical support in the APAC region.
Additionally, the Manager, Infrastructure - Systems Support APAC ensures that the senior IT staff's requirements are carried out to the required timelines and quality.
ESSENTIAL DUTIES AND RESPONSIBILITIES These include the following. Other duties may be assigned at the discretion of management in the context of the role.
Provide Desktop Support to APAC End Users. (60%) Evaluate, prioritize, and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Provide onsite and remote support for APAC to ensure maximum uptime. This will require work outside of standard office hours.
Travel is required in this position about 30%, and able to lift 50 LBS or less. Resolve computer, networking, printing, hardware, and software-related issues through in-depth troubleshooting and technical assistance.
Log and track requests using help desk software to maintain a history and related problem documentation. Handle problem recognition, research, isolation, resolution, and follow-up, and refer more complex problems to technical staff while maintaining ownership of the issue.
Install, document, take inventory, maintain, and troubleshoot all APAC information technology assets. Create and delete user accounts, enforce security and compliance rules to employees and non-employees regarding passwords and access to computer systems.
Provide installation support, including training and education of end-users on the basic toolset, including telephones, laptops, video conferencing, conference rooms / bridges, etc.
Other job responsibilities (30%) : Physically support the APAC offices as required by traveling to them. Must have experience with the installation, configuration, and troubleshooting of Ivanti (LANDesk) software or similar competitive market solutions.
Strong understanding of security software such as encryption, backup, antivirus, data loss prevention, and advanced malware prevention.
The ability to Sysprep, Window and MAC systems, and the understanding of OS previsioning. Ability to write Batch Scrips, Visual Basic scrips, and Power Shell scrips.
Advanced analytical skills for problem identification. Handle additional responsibilities or special projects as required.
10%) REQUIRED SKILLS & QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience : Bachelor's degree in computer science or related field or technical certifications. 3-5 year's experience in management.
Specialized Skills : Advanced analytical skills for problem identification. Must be able to demonstrate excellent time management, decision making, and organization skills Must demonstrate excellent interpersonal communications skills with internal project teams and stakeholders, including working well with others as part of a team.
Must have Project Management experience. Understanding of the Windows Server, Windows 10, and OSX operating systems. Basic understanding of computer networking.
Proven understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware, and server hardware.
Experience with PC imaging software, virus protection, computer security, and inventory software. Expert Proficiency in Office 365.
Microsoft Office Word, Excel, and PowerPoint. Certifications (A+, MCP, Network+ Certification) are a plus. Exposure to LANDDESK, SCCM, or other management software a plus Must be able to lift and move computers and monitors, and equipment.
Previous exposure to call center technologies and processes. Avaya, Cisco Call Manager PBX Phone systems a plus. Microsoft Teams & Share Point a plus Accountability Proven results while managing changing priorities and maintaining direction and focus through proactive planning and organized approaches to work to meet deadlines and manage time effectively.
Must demonstrate strong attention to detail and be conscientious, reliable, and punctual. Client Focus - Demonstrates a strong customer orientation, builds partnerships, and works well across functions to service internal and external clients in a timely fashion.
Communication Skills Adjusting accordingly to demonstrate sensitivity to cultural differences while maintaining the highest level of abilities in all aspects of communication, written, oral, listening, and expressing ideas.
Critical Thinking - Understands business strategy and processes while able to apply to local objectives. Leadership Skills - Ability to model behavior and attributes expected by others.
Team Work - Ability to work effectively, independently, and harmoniously within a team while communicating a "can do" attitude and positive outlook.
Willing to pitch in and do more than is required.