IT Help Desk Technician

Position Summary:

The IT Help Desk Technician is responsible for providing first- and second-level technical support

across end-user computing, IT assets, networking, and security environments. This role supports

multiple sites across Asia and works closely with Corporate IT to ensure stable, secure, compliant,

and well-documented IT operations.

Key Responsibilities:

IT Support & End-User Computing

• Configure, install, upgrade, and maintain desktops, laptops, tablets, and related peripherals.

• Provide day-to-day helpdesk support including system configuration, software installation, troubleshooting, and problem resolution.

• Perform on-site and remote support for users across Asia, including India, Philippine, China, Taiwan, Korea, Singapore, and Malaysia.

• Perform fault diagnosis, resolution, and escalation in accordance with IT support procedures and SLAs.

IT Asset Management

• Maintain accurate inventory of IT assets including laptops, desktops, monitors, mobile

devices, network equipment, and peripherals.

• Perform asset tagging, registration, tracking, and lifecycle management (procurement,

deployment, transfer, repair, and disposal).

• Update and maintain asset records in IT Asset Management systems or CMDB.

• Support IT onboarding and offboarding activities by ensuring correct assignment and recovery of IT assets.

• Assist in IT asset audits and ensure compliance with internal asset management and disposal policies.

• Coordinate with vendors and service providers for warranty claims, repairs, and asset replacements.

Network & Infrastructure Support

• Install, configure, maintain, and troubleshoot network infrastructure including LAN, WAN, and Internet connectivity.

• Support networking hardware, software, and services such as switches, access points,

firewalls, VPNs, and endpoint protection systems.

• Perform installation, setup, maintenance, and backup of network equipment and local storage devices.

• Provide technical support and consultation for network enhancements or infrastructure changes in coordination with Corporate IT Management.

Documentation & Quality Management

• Maintain accurate IT documentation including asset records, system configurations, procedures, and support logs.

• Assist in RBA and ISO 9001 documentation, audits, and evidence preparation.

• Understand and support Quality Management System (QMS) requirements, including documented information, planning, and process interaction mapping.

Vendor & Outsource Support

• Coordinate with outsourced service providers and vendors for IT support, network services, and asset-related matters.

• Monitor service delivery and escalate issues when required.

General Duties

• Support Corporate IT initiatives and regional IT projects as assigned.

• Perform ad-hoc IT-related duties assigned by management.

Required Skills & Knowledge

• Knowledge of Windows OS, end-user hardware, and standard enterprise software.

• Understanding of IT asset management principles and lifecycle processes.

• Basic to intermediate knowledge of LAN/WAN networking, firewalls, VPNs, and endpoint security.

• Familiarity with IT security practices, asset control, and software licensing compliance.

• Ability to maintain documentation and audit-ready records.

• Strong troubleshooting, communication, and teamwork skills.

Preferred Qualifications

• Diploma or Degree in Information Technology, Computer Science, or related field.

• 1–3 years of experience in IT Help Desk, Desktop Support, Asset Management, or Network Support.

• Experience supporting multi-site or regional IT environments is an advantage.

• Exposure to ISO 9001, RBA, or similar compliance frameworks is a plus.