Yeo Peng Teck (Eric)

• Provide timely first contact IT support by means of confirming, repairing & documenting technical issues in accordance with IT policies.
• Process on-boarding, off-boarding and role change requests of staff and endpoint devices.
• Train new staff.
• To liaise with vendor for ERP requests and issues.
• Process laptops and desktops per device lifecycle and documented procedures.
• Maintain accurate documentation content and organized IT work areas (labs, storage, etc).
• General support to alarm systems and other connected technology.
• Escalate cases based on priority, responsibilities, bandwidth and other business factors.
• Site specific support to alarm systems, entry systems, and other connected technology.
• Use service management system to log incidents – includes but not limited to priority assessment, categorization and resolution recording.
• Support the IT Manager and Supervisor by means of providing “voice of the customer” and other summarized day-to-day information.
• Work off-hours and weekends as needed to address critical issues or system maintenance.
• Global support (The US, the UK, Canada, Mexico, SEA) as and when is needed.
• Travel support (SEA) as and when is needed.
• Complete special projects and other duties as assigned.

Essential technical skills or tools/services :
• ITSM tool (Solarwinds)
• PCs deployment, support in Windows 10/11 (Lenovo, Dell)
• Microsoft Admin Center
• Microsoft O365 (TEAMS, OneDrive, Outlook, Authenticator)
• Microsoft Azure
• Microsoft Intune
• Mobile telephony support (Android, iOS)
• Active Directory
• PABX, IP phones and clocking system (GrandStream)
• CCTV (Hikvision)
• Remote desktop (Endpoint Central)
• Freight apps support (Fedex & UPS)
• ERP (Pandora, ERPone)
• VPN (Barracuda, FortiClient)
• Antivirus (SentinelOne , SIEM)
• Printers (PrintLogic, Zebra, Xerox, Epson dotmatrix, Brothers)
• Temperature sensor (SmartSense)
• Others : Adobe Acrobat, Google Chrome, eCopy, SalesForce, Label Flow, PowerShell script, etc

• To log a case and resolve 1st level production-related incidents or issues using ITSM tool : ServiceNow.
• To collaborate with developers, infrastructure, database and security teams to troubleshoot complex issues, UAT and buy off, support deployments, and optimize system performance.
• To provide hardware & software setup, upgrade and troubleshooting on the production PCs, printers, scanners, network, other IT peripherals.
• To support application, performs testing of new software or software updates after implementation & before release to production.
• To support production IT infrastructure changes/upgrade/migration such as LAN IP changes, client OS, antivirus migration, patches, etc.
• To monitor and perform daily server & network checklists, server patches, server backup, troubleshooting.
• Basic knowledge in SQL database query and troubleshooting.
• Basic knowledge in Hyper-V and/or VMWare.
• To perform ADHOC and project-based IT related tasks.
• Liaise with vendor for project implementation.
• Work closely with Maintenance to ensure machines equipment and fixtures are in working condition at all times.
• Involve in planning and coordination of work schedule, work force and material usage.
• Co-ordinates with line supervisor and other department personnel to affect of quality of products, example Lot miss quantity issues.
• Co-ordinate with operators to ensure that work is carried out efficiently.
• Carry out ad-hoc task as assigned by Team Leads.
• Feedback to team leads on issues encountered during shift. Able to work independently and in a team for 12 hours rotating shift support.
• Ensure established SLA’s are met.
• Able to support or cover other shift support when needed.