Regional IT Technical Support Officer

Main duties of the role:

• Installing and configuring computer hardware operating systems and applications;
• Monitoring and maintaining computer systems and networks;
• Communicating with staff or clients through a series of actions, remotely or face-to-face, to assist in setting up systems or resolving issues;
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• Maintaining/repairing/replacing PC and laptops parts as required;
• Providing support, including procedural documentation and relevant reports;
• Following diagrams and written instructions to repair a fault or set up a system;
• Supporting the roll-out of new applications;
• Setting up new users' accounts and profiles and dealing with password issues;
• Working continuously on a task until completion (or referral to third parties, where appropriate);
• Prioritizing and managing many open cases at one time;
• Rapidly establishing a good working relationship with staff and other professionals; and
• Testing and evaluating new technology.

• Active Directory / File Server

• User account management (create, update, delete), including Cambodia and oversea offices;
• File management: manage files & folders as per DFDL’s requirements and policy;
• Data security and access management as per DFDL's policy; and
• Maintaining backups of all systems.

• Office 365

• Creating and Updating user mailboxes;
• Providing Auto responder services;
• Outlook/Mailbox monitoring; and
• Managing OneDrive and Document Libraries.

• Network Infrastructure

• WAN/LAN monitoring;
• Monitoring DNS, DHCP;
• Internet traffic monitoring; and
• Maintaining network cables and WiFis.
• Ensuring proper connection to printers; and
• Assisting in servicing printers.

• Printer Management

• Ensuring proper connection to printers; and
• Assisting in servicing printers.

• General Maintenance:

• Hardware and software installation and service; • Laptops, workstations, printers
• MS Office 2013/2016/365
• Antivirus
• Printing and Scanning
• DFDL custom applications

• Solve IT Support ticket requests; and
• Manage IT inventory;

Other activities:

• Other tasks not specifically listed in this document may be assigned from time to time.

Requirements:
Skills, Knowledge, and Experience Required:

Essential

• Demonstrates excellent IT skills;
• Possesses a tertiary-level qualification in IT or any related discipline;
• At least four years’ experience in IT with a large company, preferably a professional services firm;
• Possesses strong organizational skills. With the ability to cope with competing demands and prioritizing tasks;
• Excellent English communications skills (spoken and written);
• Demonstrates the maturity necessary to effectively manage requests;
• Demonstrates excellent IT skills (MS Outlook (and Office 2010/13); and
• Exhibits honesty, reliability, and a commitment to strict confidentiality.

Technical skills

• Technically proficient in Windows 7/8/10, Office 2013/16, Server 2012/2016 or higher, Exchange 2010, Office 365; and
• Strong technical aptitude, especially relating to PC/Server/Network hardware.
• Ability to work in a dynamic and supportive team environment;
• Possess good verbal and written English communications skills;
• Executes tasks with precision;
• Proactive and self-motivated; and
• Makes a continuous effort to broaden personal knowledge and skills to become more effective in this role.

Personal qualities

Desirable:

• Knowledge of VM platforms such as Citrix XenServer and Windows Hyper V 2012;
• Knowledge of Cisco IOS specifically with Security Appliances and Managed Switches;
• Knowledge of MS SQL and SharePoint; and

• Technical diploma or equivalent employment experience.