Location: Wang Noi, Ayudhya
Overview: Our client business is about returnable packaging solution for supply chains, operating the business over 10 regions throughout the Asia Pacific. Welcome to work with the multi-national work environment!
This role is a 12-months contract and has a chance to be converted to a permanent employee.
Description
Handle escalations from the service desk for complex or unresolved incidents, serving as the main point of contact between frontline support and engineering teams
Ensure efficient helpdesk management and support internal users with daily technical issues across the company group
Collaborate with infrastructure and security teams to support system updates, software patching, and deployment projects.
Lead root cause analysis and help enhance IT support processes operations
Act as the primary escalation point for L1 support, resolving complex technical issues related to infrastructure, applications, and user environments
Lead and oversee troubleshooting critical incidents and coordinate with L3 team or vendors as needed.
Identify recurring technical issues in depth and develop long-term corrective measures
Maintain and optimize internal knowledge base on standard operating procedures (SOPs) for L1 and L2 teams
Manage the helpdesk and resolve daily technical issues for internal users across the company group
Support IT projects (System Upgrades, Migration and outage management)
Travel to various sites to provide tech support across the SEA region (Malaysia, Philippine, Indonesia, Vietnam)
Conduct users training sessions
Qualification
- Bachelor’s degree in information technology, Computer Engineering, related field
- 15+ years of work experiences in Global Technical Support, IT Service Desk or related field
- Experiences in managing team.
- Experiences with Cloud Platforms (Azure/AWS), Windows Infrastructure, Virtualization (VMware/ Hyper-V), FortiGate Security device
- Experiences with Windows Server, Active Directory, Microsoft 365, and endpoint management tools.
- Strong English communication (Work with Hong Kong and SEA)
- Flexibility to support 2 sites (main in Ayudhya and 1-2 times to Bangkok office)
- Able to go overseas to support IT Tasks for regional site If requested
- ITIL Foundation certification preferred; advanced certifications (e.g., MCSA, CompTIA, Azure) are a plus.
Interested applicants, please click APPLY NOW. Due to the high number of applicants, we regret to inform that only shortlisted candidates will be notified. Thank you for your understanding.
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