Deskside Supervisor

Responsibilities:

1. Team & Operational Leadership

• Lead and supervise an Onsite Support team (Deskside & Network) and a Data Centre operations team, including shift planning, daily task allocation, workload management, attendance tracking, and performance reviews.
• Ensure consistent service quality, adherence to procedures, and effective cross‑team coordination between Deskside, Network, and Data Centre teams.

2. Service & Ticket Management

• Oversee daily ticket handling through the ITSM system (Incident / Request) and ensure SLAs are met and reported accurately.
• Monitor priority tickets, major incidents, and VIP user issues; act as escalation point and L2/L3 support to resolve complex problems.

3. Meeting & Reporting

• Conduct regular team meetings and performance reviews, provide constructive feedback, and identify training needs.
• Escalate issues promptly to IT management and prepare periodic KPI, SLA, and service performance reports for management review.

4. Deskside & End-User Support

• Manage IMAC (Installation, Move, Add, Change) of desktop/laptop hardware, monitors, printers, VoIP phones, and audio/video equipment across multiple sites.
• Provide hands‑on L2/L3 support for OS, email, Office 365, Teams, remote access, VPN, printing, application issues, and basic network-related issues.
• Maintain and update SOPs and knowledge base articles to ensure consistent and high‑quality support.

5. Change & Project Coordination

• Plan, manage, and coordinate major changes (e.g., OS upgrades, major patching, software rollouts) to minimize business disruption.
• Support and drive network projects, including equipment deployment, configuration, and post‑deployment support.

6. Asset & Lifecycle Management

• Oversee the full lifecycle of end‑user devices: configuration, deployment, maintenance, disposal, and asset reconciliation.
• Ensure all devices comply with company security policies (e.g., encryption, patching, antivirus, USB restrictions, removable media control).
• Manage and maintain an accurate IT asset inventory, including computers, peripherals, and software licenses.

7. Network Operations

• Provide daily operation support and fault isolation for network incidents (connectivity, performance, device faults).
• Perform configuration and troubleshooting on network routers, switches, and access points.
  Carry out network equipment maintenance, support, and ongoing management for routers, switches, APs, and related infrastructure.
• Assist in identifying areas for process improvement and implement solutions to enhance efficiency and reliability.

Requirements:

•             Proficient CCNA level networking skills including TCP/IP, IP Subnets, NAT, ACL, LAN and WAN technologies, VLANs, Static and Dynamic Routing

•             Knowledge in Ruckus, Cisco, Extreme, Huawei, Fortinet, TP link products (AP, router, switch)

•             Diploma or above in Information Technology or related discipline

•             At least 4 year of IT support experience

•             Strong hands-on experience with end-user devices (Windows/macOS, Office 365, AD, email, printing, remote access). Good leadership and team management abilities.

•             Good in problem solving and troubleshooting skills

•             Basic knowledge of IT Infrastructure and Applications

•             Polite and good in communicate with end-users, customers, ISP, vendors, and teammates

•             Self-discipline, proactive, responsible with positive attitude