IT Support Engineer (Hybrid), Pasig

• Provide timely and effective technical support to end-users of regional systems across the Asia Pacific region.
• Diagnose and resolve hardware, software, and network issues through remote and on-site support, as applicable.
• Assist with the setup, configuration, and maintenance of software applications and IT equipment, including desktops, laptops, and mobile devices.
• Manage user account, set-up and deactivation, customization of roles, security profiles and permissions as well as onboarding and offboarding processes.
• Collaborate with local IT teams across Asia, to ensure compliance with systems and regional initiatives.

System Administration & Maintenance:

• Oversee the operation of diverse regional systems, including Microsoft 365, Learning Management System, Human Resources Information System (HRIS), Customer Relationship Management (CRM) software, and Expense Claim System.
• Conduct regular system maintenance, routine audits, updates, and backups to ensure optimal performance and security.
• Monitor and manage IT infrastructure, including servers, networks, and applications, to prevent downtime and ensure high availability.
• Maintain inventories of hardware and software.
• Assist with the planning, execution, and monitoring of IT projects, including system upgrades and migrations.

Incident Management and Security:

• Manage and track IT incidents and service requests along with solutions, for future reference.
• Prioritize and escalate issues as necessary to ensure timely resolution.
• Implement and enforce IT security policies and procedures to safeguard company data and assets.
• Generate regular reports on IT support activities, system performance, and project progress.
• Maintain documentation for IT procedures, policies, and user guides.

System Training for End Users:

• Work with our design team to create training material, so users understand our IT systems.
• Conduct face-to-face and online training sessions / workshops to educate employees on best practices and new technologies.
• Responsible for uploading SCORM files (Sharable Content Object Reference Model), to our Learning Management System (LMS), ensuring accurate and efficient data transfer and maintaining the integrity of our training content.
• Set up learner enrollment in our LMS system, as well as publishing training-related reports as needed.

Vendor Management:

• Manage vendor relationships and ensure service level agreements (SLAs) and requirements are met.
• Liaise with external vendors and service providers to gather updates e.g. new system patches, features, and functionality.
• Stay current with industry trends, emerging technologies, and best practices.
• Evaluate and seek approval for any system customizations, enhancements, and changes.

Ad-hoc Support

Provide timely and relevant support on research and other projects managed by the Integration and Marketing Team, demonstrating flexibility and adaptability in addressing evolving needs and priorities.