IT Systems Administrator (APAC)

Overview 

Reporting the Global IT Operations Director and Taiwan based, the IT Systems Administrator will be required to provide support primarily for APAC based users (but with requirement to support globally as needed), including hardware, software and infrastructure ensuring that service levels are maintained, and the business is fully supported. In addition to this, the job holder will be required to work with the business and their peers within IT to develop, agree and maintain structured IT Service Level Agreements (SLA’s) which will include the development and increased use of the Global Service Desk system.

Essential Duties and Responsibilities

· Ensure that service requests and incidents are addressed in a timely manner, adhering to pre-defined SLA’s and prioritisation

· Providing speedy turnaround on fix for fail issues raised via the service desk system escalating further within the team as and when required.

· Maintain an up-to-date asset register for all IT equipment and services including service contracts, ensuring active directory (AD) hardware records are aligned for the allocated region / locations.

· Maintain AD employee information, ensuring the directory remains up to date and in line with HR requirements.

· Ensure leavers are process within a timely manner, following the current documented processes. · Ensure that defined procedures for setting up IT equipment and users are adhered to, in addition and identify process improvements on an ongoing basis.

· Create and maintain documentation to provide information for IT incidents and services.

· Review IT documents and procedures with the IT team to ensure documented information is current and accurate.

· Maintain support and ensure security of servers/desktop and laptops.

· Responsible for User-ID and account creation and maintenance (active directory).

· Conduct research on network products, services, protocols and standards.

· Administer hardware and software upgrades when required.

· Assist with maintaining O365 environment including Teams and Licence allocation.

· Maintain security solutions, including firewall, anti-virus and intrusion detection systems.

· Daily maintenance of switches, routers, firewalls, servers and all other network equipment.

Operational

· Maintain working relationships within the team and with our suppliers to ensure that all deployed services, are supported and maintained effectively and efficiently.

· Ability to read, analyse, apply and improve technical procedures.

· Ability to read and interpret documents such as procedure manuals, business periodicals, professional journals, operating and maintenance instructions, and safety rules.

· Support corporate compliance standards to de risk any potential issues and minimise impact or potential degradation to business operations. Finance Audits, DPA Audits, GDPR, Security, Disaster Recovery.

· Keep abreast of current technologies/innovations and identify where such technologies could be beneficial to improve company performance. Connect with industry at Forums, attend annual conferences

Skills & Qualifications

· Good understanding of Service Desk processes and operations (ideally ManageEngine ServiceDeskPlus)

· Understanding of general business practices, specifically within a constriction, service management or manufacturing environment.

· International service delivery exposure with a high degree of customer and communication skills

· Broad experience of software development/application management through the full systems lifecycle. 

· Strong analytical and problem-solving skills

·  Ability to resolve complex functional and technical issues on a daily basis. 

· Excellent customer focus and customer service skills

· Experience of SQL-Server (multiple versions) and system development

· Knowledge of the ITIL Service Management process

· Experience of business analytical tools and processes 

· Ability to work to tight deadlines, tight scope but with a creative input

· Ability to work as an effective team member. 

· Good oral and written communication skills.

· Ability to effectively present information and respond to questions from users.

· In depth knowledge of Microsoft products, prior experience in Server & Network Administration, experience with Backup & Recovery applications.

· 2+ years in Technical/Network Support Experience is preferable.

· Fluent in Chinese and English

· University degree in computing