Job Purpose
To plan, execute on overall support and maintenance cycle (PM and CM) on Laptop, Desktop and Enterprise Grade Applications (i,e Email, AV, SAP, Office 365, OneDrive, etc.) for end users to receive support and guidance within Rapid Rail and Prasarana Group Corporate computing environment.
Key Accountabilitie
- Install, upgrade, support and troubleshoot Windows OS (10,11) and MS Office (O365) and any other Enterprise Grade Applications
- Install, upgrade, support and troubleshoot desktops, notebooks, and any other authorized peripherals (equipment)
- Performs general preventive maintenance tasks on desktops, notebooks, and any other authorized peripherals (equipment)
- Performs work in compliance with specified SLA based on Central Support System (CSS)/Prasarana ITSM Portal tickets
- Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts level
- Ensure existing equipment is secure and delivered to other branches/stations/depots
- Performs the collection and replacement of lease expired computers from branches/ stations/depots
- Assisting with enterprise apps configuration such as Email, O365 and VPN on users smartphones. Assist with monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, desktops, notebooks that have authorized access to corporate network. When the restoration is beyond the scope of desktops, notebooks and other authorized peripherals (equipment), he or she will need to escalate the issue/problem to proper Tier-2 and Tier-3 support team members
- Participate in Infrastructure related projects to ensure successful completion
- Participating in ISMS, Internal and External related Audits for Rapid Rai
- Maintain Inventory managemen
- Assisting with MS Teams setup for events, Townhalls, meeting
- Providing weekly reports on operation-related matters and project updates
- Guiding and providing on-the-job training to new members of the team
- Ensure that inventory of desktops and notebooks is updated daily
- Assist to relieve other EUC team members in branches/stations/depots
- Willing to be 24X7 standby and emergency for EUC operation support
- Any other areas not specified but related to IT Support as and when required
- Render 1st level support on Railway IT System
Qualifications, Skills & Knowled
- Minimum Diploma in the field of Computer Science / Information Technology
- Industry certifications, this can include A+, N+, and/or MCTS/MCITP is a plu
- Minimum 5 years of working experience of relevant on IT Suppor
- Good analytical & problem-solving skills on IT hardware and software related issues and request
- First level troubleshooting on-site or remotely for issues related to IT hardware and software
