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About the Role

We are looking for a full-time IT End User Support Associate to provide first-level technical support to resolve user issues and ensure uninterrupted IT operations. The role involves monitoring and maintaining IT systems, safeguarding data security, executing backup policies, and participating in disaster recovery planning. Additionally, the role supports IT-related projects and contributes to enhancing the overall IT service experience through effective troubleshooting, communication, and compliance with organizational standards.

I. END-USER SUPPORT

• Provides first-level support, whether in person or remotely, addressing digital or IT technical questions, user requests, and system issues to ensure timely resolution and uninterrupted productivity.
• Documents and tracks user issues and their resolutions, escalating complex problems to higher levels of support when necessary.
• Collaborates with end-users and stakeholders to identify recurring issues and propose preventative measures or system improvements.

II. ASSET AND SYSTEMS MANAGEMENT

• Maintains an inventory of software and hardware assets, including firewalls, network components, and workstations, ensuring accurate documentation and reporting of system gaps.
• Supports the team leader in optimizing workstations and systems for end-users, coordinating with other departments or vendors to resolve identified gaps.
• Conducts periodic system checks to ensure systems, platforms, and devices operate optimally and securely.

III. PROJECT PARTICIPATION AND IMPLEMENTATION

• Assists in the planning and execution of IT-related projects, sharing IT expertise and coordinating with internal and external stakeholders.
• Adheres to agreed project deliverables and timelines, ensuring smooth implementation and successful post-project transitions.
• Collaborates with vendors and other teams to ensure project outcomes align with organizational goals.

IV. DATA SECURITY AND INCIDENT MANAGEMENT

• Monitors IT assets and systems for security threats, responding promptly to potential breaches and escalating incidents to the IT Head.
• Ensures daily execution of backup policies for all systems, verifying successful completion through reporting tools and coordinating with vendors for unresolved issues.
• Participates in disaster recovery planning and simulations, contributing to the preparation and execution of processes to resume IT operations during interruptions.
• Works with compliance, risk management, and audit teams to maintain and update IT security measures in alignment with feedback and assurance findings.

V. SECURITY AWARENESS AND TRAINING

• Conducts regular awareness programs on digital security threats, updating employees on potential risks and preventive measures.
• Promotes a culture of security by ensuring operational teams understand and adhere to best practices for safeguarding systems and data.

VI. IT CONTINUOUS IMPROVEMENT

• Identifies opportunities to enhance IT support processes and systems, contributing to greater efficiency and user satisfaction.
• Proactively suggests and implements improvements to strengthen the organization’s IT environment and align with evolving operational needs.
   

Qualifications:

• Must have at least completed a Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or IT-related courses.

• Must have at least two (2) years of experience in the IT or telecommunication industry with Relevant and strong exposure to IT service delivery.

• Must exhibit strong analytical thinking to evaluate technical challenges and develop actionable solutions.

• Able to demonstrate effective communication skills to collaborate with team members and convey complex technical concepts clearly.

• Able to manage time effectively with prioritization and multi-tasking skills, ensuring deadlines and service levels are met.

Benefits and Perks:

• Government-mandated / Statutory Benefits, including 13th-Month Pay

• Regular Dayshift

• 14th-Month Pay

• Eye Treatment Benefit including dependents

• Eyewear/Optical Benefits and Discounts including dependents

• Perfect Attendance Incentive

• HMO Coverage

• Life Insurance

• Paid Vacation Leaves convertible to cash

• Paid Sick Leaves convertible to cash

• Sponsored trainings and certifications for professional development 

• Performance-based Increase (from Annual Performance Review)

• Retirement Benefit

Your Application Journey in 4 Steps:

• Click apply and submit your application
• Hop on a call with one of our Talent Partners for a 5-minute phone screening
• Pass the interview and assessment of our leaders.
• Sign your offer agreement

Our Commitment to Diversity, Equity, and Inclusion

Asian Eye is committed to creating an organization and promoting a culture that both respect each human person’s uniqueness and foster and maintain a work environment where each colleague feels valued and supported. 

Promoting diversity means understanding that each individual is unique; to recognize and respect individual differences and invest in creating and enforcing an inclusive, safe, and engaging work environment.

In managing our relationships with our people, Asian Eye will promote diversity by adopting the following measures in accordance with related laws.

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