Helpdesk Support Officer

Job Detail

a) Incident and Problem Management: (i) Application Support • Install other 3-party applications upon request • Fault reporting: CCIS web case assignments and Tebs i-Track ticketing, BC Ticketing, HRiQ Ticketing, etc. • Making support request to issues related to Microsoft Office 365 platform. • Microsoft Office Apps Issues, e.g. OneDrive access issues, etc. • Escalation to L2 Support. (ii) General Support • Fault reporting: Laptop, Printer, Keyboard, Mouse, Headset, etc. • Printer Related Support: Install, Configure, Escalate to Vendor. • Monthly Random Laptop Checks • User Administration: Staff On-boarding, Staff Off-boarding, Password Reset, Group email, Microsoft Admin Portal, Entra Admin Center, Intune, Azure AD, etc. • Corporate SIM Card assignment, maintain Mobile number listing. (iii) Network Support • Fault reporting: VPN, Internet Connection • Fortigate Maintenance and Support, e.g. Firmware upgrade, Policy settings, Virtual Private Network (VPN) Password reset and token issuance, domain blacklisting and whitelisting, etc. • Meraki Device Admin, device whitelisting, blacklisting, etc. • Sophos Central Admin, Device and user group assignment, etc. • Ruckus Admin, reset Ruckus APs, adjust settings, etc. • Cisco Email System support, e.g. Blacklist or whitelist domain, Email tracing, Email policies settings, etc. (iv) Cybersecurity Support • Send Staff Advisory • Create KnowBe4 User • Daily Firewall Security Checks • Daily Sign-In Checks (v) 3CX Support b) Asset Management: • Asset Issuance, Loan Issuance, Track and maintain asset listings. • To assist in stock-taking exercise, if required. • Hardware vendor liaising and coordination for Return Merchandise Authorization (RMA) and Warranty.