IT SUPPORT OFFICER / IT HELPDESK

• Provide first-line IT support to end-users and resolve daily hardware, software, network and system-related issues.
• Handle incidents, service requests and user tickets through the company's IT Service Management (ITSM) platform.
• Troubleshoot and support desktops, laptops, printers, barcode scanners, mobile devices and other IT peripherals.
• Support new employee onboarding activities, including device preparation, software installation, email setup, system access configuration and mobile device deployment.
• Assist in maintaining and supporting IT infrastructure, including network connectivity, shared drives and related systems.
• Support business applications such as Microsoft 365, Oracle and other company systems to ensure smooth daily operations.
• Assist in diagnosing and resolving network connectivity and system downtime issues in collaboration with the IT Engineer.
• Provide support for manufacturing-related IT equipment, including barcode readers, label printing systems, sticker printers and packing list printing systems.
• Support meeting room technology and conference call facilities to ensure effective communication and collaboration.
• Coordinate with external vendors and service providers for maintenance and support of IT-related equipment and services.
• Participate in IT infrastructure improvement projects and initiatives aimed at enhancing operational efficiency and minimizing system downtime.
• Support IT security awareness activities and promote compliance with company cybersecurity policies and best practices.
• Work closely with the IT Engineer and regional IT Manager to ensure stable and reliable IT operations across the site.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or a related field.
• At least 3 years of experience in IT Support, Service Desk, Helpdesk or Infrastructure Support roles.
• Good command of English.
• Good knowledge of Microsoft Windows, Microsoft 365 and end-user computing support.
• Basic understanding of network infrastructure, TCP/IP, LAN/WAN, Wi-Fi and troubleshooting methodologies.
• Basic understanding of SQL Database, hands on experience would be an advantage.
• Experience supporting desktops, laptops, printers, barcode scanners, mobile devices and other IT peripherals.
• Familiarity with ITSM ticketing systems and incident management processes.
• Experience supporting enterprise applications such as Oracle, Microsoft 365 or similar business systems would be an advantage.
• Ability to troubleshoot technical issues and provide effective solutions in a timely manner.
• Strong customer service mindset and interpersonal skills.
• Ability to effectively coordinate with internal departments, regional IT teams and external service providers.
• Experience in a manufacturing environment would be an advantage.