Staff Technical Support & Helpdesk

Monitor IT operations by regularly monitoring the condition and availability of IT services throughout the work shift and ensuring that monitoring results and unresolved issues are communicated to the next shift personnel.

Monitor servers and supporting systems, including physical servers and virtual machines (VMs), hardware, operating systems, and services running on servers, in accordance with the list of devices within the scope of work and any agreed additions.

Monitor applications by monitoring their operational conditions within the granted authority and identifying indications of disruptions that may affect services.

Provide helpdesk services and record incidents by receiving user-reported issues and monitoring findings, recording incident information in the designated ticketing system or recording medium, and updating the handling status.

Perform initial checks and troubleshooting by conducting checks and basic troubleshooting on systems or devices experiencing disruptions in accordance with established procedures and authorized limits, either through VPN access or directly on-site.

Report and escalate incidents by promptly reporting disruptions to the service owner or relevant technical team when further investigation is required, including information on symptoms, occurrence time, impact, and initial actions taken.

Monitor incident resolution progress by coordinating with relevant teams, tracking handling progress, and providing status updates to concerned parties until the service is declared back to normal.

Prepare daily operational reports documenting monitoring results, including system conditions, identified incidents, handling actions, escalations, and outstanding tasks requiring further follow-up.

Maintain access security and information confidentiality by using device, application, and VPN access in accordance with the granted authorization and maintaining the confidentiality of credentials, data, and information obtained during work.