EssilorLuxottica Asia Pacific Pte Ltd – IT Intern

Position Summary: 

The IT Support Administrator is responsible to provide the IT services and support to the end users across the APAC region. He is also responsible for effective provisioning, installation/configuration, operation, and maintenance of network, systems hardware and software, equipment, and related infrastructure.

This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organisational policies and procedures.

This individual will assist the respective project teams with resolution of technical issues and trouble-shoot in the implementation of new projects, systems, applications, etc. 

Scope of Functions:

• Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products.
• Provide prompt responses to questions from employees. He is required to troubleshoot, diagnose, and resolve problems related to operating systems, hardware, and software. They also document problems and conversations to create a log and job tickets that can be referenced by other IT Administrators and for training purposes.
• Perform first-level diagnosis and troubleshooting support to end-users and customers. Working under minimal supervision, receive calls and email inquiries, to provide support in accordance with established processes and document incidents and remedies. Also, to escalate complex incidents to second-level support personnel or service provider.
• On an operational basis, he is required to:
• Configure, install, modify, and repair hardware and software i.e., laptop, corporate mobile phone, Microsoft applications, etc.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Support requests for system back-up, port over of laptop/phones/etc.
• Ensure timely follow up with users to resolve IT related issues.
• Regularly communicate to users on any issues and impacts, if any.
• Perform the required end user support for the O365 platform (have knowledge of the old Google Suite Environment can be an advantage)
• Collaborate with the ESSPI team in order to make sure the users get the appropriate remote support when required.
• Support the on-boarding of new joiners. This includes:
• Issuance and set-up of IT hardware, printers, networks, etc.
• Install, test, and configure new workstations, peripheral equipment, and software.
• Ensure standard deployment using standard hardware, images, and software.
• Perform timely workstation hardware and software upgrades, as required. This includes release of OS patches and upgrades of tools and utilities.
• Perform on-going performance tuning, hardware upgrades, and resource optimization as required. This includes configuration of CPU, memory, and disk partitions as required and maintenance of data center environmental and monitoring equipment.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Maintains network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor.
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
• Ensure documentation of all internal IT procedures including for operational and configuration.
• Maintain inventory of all equipment, software, and software licenses.
• Maintain the respective user accounts and directories such as email distribution groups for new joiners and exits. 
• Share IT best practices and collaterals across the APAC IT team.
• Provide support as requested from various APAC region entities and to investigate and troubleshoot the issues.