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IT Support Lead (based in Batam)

  • On-site
    • Batam, Kepulauan Riau, Indonesia
  • PaxOcean

Job description

This position is for PaxOcean Group, a company under Kuok Group Singapore.

The role is to ensure the delivery of efficient IT infrastructure and end user support services in alignment with the business objectives.


Main Duties and Responsibilities

  • Lead, manage, and oversee the day-to-day operations.
  • Support infrastructure architecture, resource planning, and system performance.
  • Ensure IT requests and services are resolved in a timely and efficient manner.
  • Provide application support, responding promptly and professionally to user inquiries and requests for assistance.
  • Diagnose and troubleshoot technical issues, related to network, Application Services, EUS environment.
  • Escalate unresolved issues to appropriate internal teams or external vendors as needed.
  • Record system incident events, including causes and resolutions, and prepare incident reports.
  • Review and enhance processes, guidelines to ensure smooth and sustainable operations.
  • Document and track all support requests and resolutions in a ticketing system.
  • Manage day-to-day team operations, including task assignments, setting priorities, and coordinating team members' efforts to ensure efficient and effective support delivery.
  • Evaluate the performance of individual team members and provide coaching and feedback to help them improve.
  • Monitor and manage SLAs, ensuring that support requests and incidents are resolved within established timelines.
  • Participate in infrastructure deployment projects, such as installation, configuration, and testing of new hardware, software, or network components.
  • Handle team-related administrative tasks, such as scheduling team shifts and resource allocation.

Job requirements

  • Bachelor’s degree in computer science, Information Technology, or related field.
  • Minimum of 5 years of experience in IT infrastructure management, with at least 2 years in a leadership or supervisory role.
  • Relevant industry certifications, such as MSCE, CCNA,CCNP or equivalent, are a plus.
  • Strong technical expertise in infrastructure architecture, system performance management, and troubleshooting.
  • Solid understanding of operating systems, and network configuration.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and vendors.
  • Proven leadership abilities, including the ability to motivate and mentor team members.
  • Strong documentation, organizational skills, and attention to detail.
  • Ability to work independently and collaboratively in a remote team environment.
  • Experience with managing more than 500 endpoint devices.
  • ITIL certified in IT Service Management or Service Delivery
  • Good understanding of IT service Management workflow (e.g., ServiceNow)

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