IT Support Engineer

• Process calls, chats and emails from end users
• Create, update, follow up and close tickets and ensure processing of tickets within SLA defined timelines
• Provide user support via remote control systems in order to diagnose and solve simple incidents
• Provide on-site support for end users (Aware Chiang Mai Office)
• Handle computer preparation and installations and hand over to end users
• Handle repair and warranty cases with vendors and delivery of hardware to respective support centers
• Process standard service requests such as creation of user accounts and authorization requests
• Perform administrative tasks such as regular reporting and system checks
• Provide simple IT related trainings and prepare written instructions to end users

• Bachelor’s Degree in IT, ICT, Computer Engineering, Software Engineering or other related fields
• At least 1 year experience in IT Support
• Knowledge in Operating System (Windows 10/11, Mac)
• Able to support applications such as Microsoft 365, Active Directory, Office (2019/365), Microsoft Exchange, Adobe and Malware protection (Windows Defender, Sophos, Kaspersky), Backup (Microsoft DPM, etc.)
• Able to use Incident Management Tools (Remedy, Service Desk Plus, etc.)
• Practical, day to day operation in a corporate IT support department
• Able to support users on the phone or using remote control tools
• Experience in resolving incidents with standard operating systems and end user applications
• Professional and effective communication with users on all levels, preferably in a multi-national environment
• Training in Microsoft or ITIL field will be advantaged

Aware Corporation