Global IT Support

Lixil (Thailand) Public Company Limited (Pathum Thani)

Pathumthani, Thailand

LIXIL Corporation is one of the largest companies in the building materials and housing equipment industry, with its sales of over USD 13 billion and employees of approximately 60,000. With a headquarter in Tokyo, Japan, there are more than 17 regional offices, 83 branches, 287 sales offices, and 44 production sites for domestic sales and production under LIXIL across Asia Pacific, Europe, North America, and Middle East.

About this position

This role is to provide IT support to end-users globally. This role is interesting because it goes beyond the typical helpdesk responsibilities. As part of the Global IT support team, you will be learning global support practices and collaborating with IT professionals around the world. The role involves supporting a wide range of applications and technologies, providing significant benefits for their career growth and future career path.

Responsibilities

• End-user support on a global scale: Assist end-users in troubleshooting and resolving issues related to IT Software and Hardware requests and incident management: Track and manage service requests and incidents using a ticketing system, following established processes and service level agreements
• Initiation of Problem Management: support in solving problems arising from repetitive incidents and suggest long-term fixes that will be aligned with the teams and specialists
• User training and documentation: Conduct training sessions and create user documentation to educate end-users on software or hardware
• Functionalities, best practices, and self-service resources. Keep knowledge base articles up to date to enable users to resolve common issues Independently
• Actively participate in the building a global AI powered (ChatGPT / Outsystems) knowledge base to assist end users and build the future of IT support within LIXIL
• Collaboration and communication: Collaborate with cross-functional teams, including developers, functional consultants, and business users, to address complex issues, provide insights, and contribute to system enhancements. Communicate effectively with stakeholders at various levels to understand requirements and deliver solutions

Requirements

• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience)
• At least 1 to 3 years of working experience in IT-related fields, including network infrastructure, Microsoft Windows environment, desktop support, and IT support
• New Graduate with IT Technology or Computer Science or Engineering with fluent English communication skills are welcome to apply
• Proficiency in troubleshooting and resolving technical issues
• Experience using a remote access tool to support end users and systems will be considered
• Communication skills: effective communication skills, both written and verbal, are crucial to working with customers and team members to understand and resolve issues effectively (TOEIC 750 Up / IELTS = 5.5 Up)
• Customer-oriented: A customer-focused mindset with the ability to empathize with customers, provide exceptional service, and maintain a positive customer experience
• Teamwork and collaboration: Ability to work collaboratively with other team members to resolve complex issues and ensure timely delivery of support
• Continuous learning: A d