IT Support Specialist

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.
 

We are seeking an experienced and proactive Supervisor to oversee our IT operations in APAC. The successful candidate will be responsible for managing a team of IT professionals and ensuring the smooth and efficient operation of our IT systems. The Supervisor will work closely with the IT Manager to ensure that all IT operations meet the needs of the organization and that they are aligned with the overall business strategy

Responsibilities:

• Provide Technical Support: Serve as the primary point of contact for all technical support requests from end-users. Troubleshoot hardware and software issues, including desktops, laptops, printers, mobile devices, operating systems, and applications. Resolve complex technical problems and provide timely and effective solutions.

• System Administration: Administer and maintain the company's IT infrastructure, including servers, networks, and other systems. Monitor system performance, diagnose problems, and implement appropriate solutions to ensure optimal performance and uptime.

• Incident Management: Respond to and manage IT incidents, including tracking, escalation, and resolution. Ensure incidents are appropriately documented and reported. Analyse trends to identify recurring issues and implement preventive measures.

• User Training and Education: Develop and deliver training programs to enhance end-user knowledge and technical skills. Educate users on best practices for software applications, security awareness, and data protection.

• Vendor Management: Collaborate with external vendors and service providers to ensure the delivery of high-quality IT services. Monitor vendor performance, negotiate contracts, and manage relationships.

Qualifications:

• Diploma or Bachelor's degree in computer science, information technology, or a related field.

• Proven experience as an IT Support Specialist or similar role, with a minimum of 3 years in a corporate IT environment.

• Strong technical knowledge of hardware, software, operating systems, and network infrastructure.

• Proficiency in troubleshooting and resolving complex technical issues remotely and in person.

• Excellent communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users.

• Strong analytical and problem-solving abilities, with a keen attention to detail.

• Ability to work under pressure, prioritize tasks, and meet deadlines.

• Knowledge of security best practices and data protection regulations.

• Familiarity with cloud-based technologies, virtualization, and remote support tools.

• Proactive mindset and willingness to learn and adapt to new technologies.