OVERALL KEY POSITION OBJECTIVES
This position is part of the APAC Regional End User Services (EUS) IT Infrastructure Team who supports Internal end users using Chubb IT Infrastructure. These includes various 3rd party and in-house applications and infrastructure including PCs, Virtual desktops, Macs, Mobile Devices, Servers and cloud based services. 

Main Duties and Responsibility include:

•    Compliant with all company policies, processes, procedures and standards.
•    Perform duties in accordance to Chubb IT Service Management Processes 
-    Utilize and manage Incident, Change & Service Requests using Chubb Global IT Service Management Toolset (ServiceNow)
-    Promote user compliance to IT Service Management Processes
-    Ensure IT asset registers are updated timely as required.
-    Monitor open Incidents, Change and Service request to ensure that remediation action is taken timely.

•    Share Infrastructure Support 
-    Performing basic systems and network administration tasks in line with established processes, procedures and work schedule.
-    Ensure the IT work areas and Computer Room are kept tidy and secure at all times.   
-    Liaise with vendor, Regional Helpdesk and Local IT Teams on technical issues and problems resolution.
-    Perform basic support of local and wide-area network infrastructure (switches, routers, firewall, communications links and security equipment).
-    Perform periodic patch maintainance to the Chubb Virtual Desktop environment.  (VMWare VDI) 
-    Perform Sofftware Deployment using Microsoft System Centre Configuration Manager.

•    VIP and End User Support
-    Manage user account ID administration. Creation, deletion and update of user profiles for Active Directory, VPN, Single Sign On, AS/400, e-mail and applications access) as per procedure.
-    Provide guidance to users on usage of workstation hardware and software.
-    Maintain high level of service and user satisfaction. 
-    Perform installation, configuration, updates and support of user workstation. This includes PCs VDIs, multi-function printers, operating system software (Window 10 / 7), security software (Symantec) for both the Regional Office and APAC Branch offices. 
-    Ensuring all IT support-related activities and changes implemented on EUS infrastructure (virtual and physical) are carried out in such a way so as to maximize systems and infrastructure availability for users and minimise exposures to system security vulnerabilities.
-    User Support for Avaya/Cisco telephony systems and Cisco WebEx Video Conferencing.
-    Provide VIP IT support for key management staff. 
-    Perform configuration, user support and trouble-shooting functions for applications and IT systems (PCs, servers, printers and the communications network) during business hours and after hours (as rostered)
-    Provide mobile device management support for IOS and Android devices in conjunction with Microsoft Intune.
-    Liaise with external suppliers and service providers as may be required for equipment deliveries and service repairs.  
-    Ensuring an efficient approach to problem resolution is maintained through timely root cause identification and implementation of a one-time fix for the problem, avoiding the need for repeated “band-aid” fixes.   
-    Ensuring a positive, pro-active “can do” approach is maintained and support is provided to users in a courteous and professional manner at all times.
-    Workstation Security currency for Win OS Monthly Patches and various Security tools on VDI Master Images.

•    Application Support
-    Install application program patches on VDI Master Images as requested by applications support personnel.
-    Perform in-house application installation on VDI Master Images, configuration and troubleshoot per instructions provided. 
-    Perform installation, configuration and support of VDI applications including Microsoft Office, Symantec Antivirus, Rightfax, IP Softphones etc.

•    Project Management Support
-    Perform project management tasks related to assigned projects. This includes execution of global and regional project in accordance with  timelines, resources, communication and reporting.
-    Assist with technical aspects required as part of any IT project.
-    Adhering to agreed schedules and meeting deadlines.
-    Facilitate Periodic Project Reporting as required.  

•    Effective Teaming 
-    Ensuring an effective level of communication is maintained with management and other IT Team members (local, regional or global), ensuring information about systems, application or network incidents, problems, changes, outages and other pertinent information is shared with other team members effectively and in a timely fashion.

DESIRED QUALIFICATIONS
•    Education
-    Diploma and above, majoring in Information Technology, Computer Science or equivalent.
-    Knowledge in IT Infrastructure Library (ITIL) framework will be beneficial.

•    Years of experience 
-    3 years of experience

•    Personality
-    Good problem-solving troubleshooting skills
-    Fast and willing Learner
-    Strong team player, demonstrating excellent team qualities.
-    Strong verbal and written communication skills. 
-    Possess the ability to drive through projects and change based on both skill in project management and through their individual personality. 
-    Able to work in a highly stressful environment.

•    Technical knowledge in the following areas is an added advantage
-    VMware Horizon Virtual Desktop Infrastructure

•    Strong technical knowledge in the following areas is desirable. 
-    Microsoft Windows 10
-    Microsoft Office 365, Office 2016 
-    Microsoft Active Directory and Azure Domain Services
-    Microsoft System Centre Configuration Manager.
-    Windows Server 2016/2012/2008