IT Support  

1. Initial Setup and Deployment
• Assessment of Requirements: Evaluate the office’s IT needs (number of users, types of devices, software, network requirements).
• Hardware and Software Installation:
o Set up workstations, laptops, printers, and other necessary hardware.
o Install and configure essential software based KSB global policy (OS, office productivity tools, security software).
• Network Infrastructure:
o Install network cabling, routers, switches, and Wi-Fi access points.
o Configure secure connections to the main office via VPN (GlobalProtect), or other secure networking solutions.
2. Routine Maintenance and Monitoring
• Daily Tasks:
o Monitor network performance and connectivity issues.
o Ensure data backup systems are running smoothly.
o Troubleshoot immediate user issues (login problems, printer malfunctions, etc.).
• Weekly Tasks:
o Review system logs for unusual activity or performance issues.
o Check antivirus and security software status (updates, scanning reports).
o Ensure patches and updates are applied to systems.
• Monthly Tasks:
o Perform network bandwidth analysis and resolve any bottlenecks.
o Conduct software updates for key applications and operating systems.
o Test disaster recovery processes and backup restoration.
• Quarterly Tasks:
o Audit hardware and software inventory to ensure everything is compliant and up to date.
o Check and renew any software licenses, service contracts, and warranties.
o Review user account management and ensure inactive accounts are deactivated or removed.
3. Helpdesk and Troubleshooting Support
• User Support: Provide helpdesk support for resolving technical issues (connectivity problems, hardware malfunctions, software bugs).
o Establish SLAs (Service Level Agreements) for response time (high-priority issues within 4 hours, lower-priority within 24 hours).
• Remote and On-site Assistance:
o Set up remote access tools for troubleshooting.
• Ticketing System: Implement a ticketing system to track and prioritize issues and requests from users.
4. Security and Compliance
• Network Security:
o Implement firewall, VPN (GlobalProtect), and intrusion detection systems.
o Regularly update network security policies.
5. End-User Training and Documentation
• Onboarding: Provide training for new employees in Halim office on using the IT systems, security best practices, and accessing shared resources.
6. Performance Review and Reporting
• Monthly Reports: Compile monthly IT performance reports, including network uptime, response times, ticket resolution metrics, and overall user satisfaction.
7. Vendor and Third-Party Management
• Manage Contracts: Keep track of service level agreements (SLAs) with third-party vendors (ISP, software providers).
• Coordinate with Main Office: Ensure that the branch office's IT standards align with KSB global corporate policies and procedures.
8. Contingency Planning
• Power Backup: Install and maintain uninterruptible power supplies (UPS) for critical systems.
• Redundancy: Set up network redundancy (failover internet connections) to minimize downtime.

• Candidate must possess at least Bachelor's Degree/Post Graduate/Diploma/Professional Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent
• At least 2 Year(s) of working experience in the related field is required for this position
• Having experience using ticketing system