IT Helpdesk & Support (Infrastructure & Factory Support)

Job Purpose

The IT Executive (Infrastructure & Factory Support) ensures stable operation of IT infrastructure and systems at the factory. This role provides first-level support for users, maintains network connectivity, and supports smooth integration between factory systems and corporate platforms.

Key Responsibilities

1. IT Infrastructure & Network Support

• Monitor and maintain LAN/Wi-Fi connectivity, switches, firewalls, and VPNs.

• Conduct daily health checks for servers, endpoints, and connected devices.

• Troubleshoot and resolve network or connectivity issues, escalating when necessary.

2. End-User & Device Support

• Provide first-line IT support for users, PCs, printers, scanners, and handheld devices.

• Install, configure, and maintain operating systems and company applications.

• Support troubleshooting for factory-related software

3. Systems & Application Monitoring

• Monitor performance and data integration between OT and IT environments.

• Support data synchronization between systems (SAP, WMS, ASRS) and resolve failed transactions.

4. Incident & Service Management

• Log, track, and resolve requests via the IT Helpdesk

• Participate in 24/7 shift rotations to ensure consistent IT coverage.

5. Documentation & Continuous Improvement

• Maintain updated records of IT assets, configurations, and procedures.

• Proactively identify improvement opportunities to enhance system reliability.

Qualifications:

• Bachelor’s degree or diploma in Information Technology, Computer Science, or related fields.

Experience

• 1 – 3 years of experience in IT Infrastructure or Technical Support.

• Experience in manufacturing or FMCG environments is preferred.

Technical Skills

• Good understanding of networking (TCP/IP, VLANs, VPN, Wi-Fi).

• Knowledge of Windows OS, endpoint management, and troubleshooting.

• Familiarity with SAP, EDI, or factory IT applications is an advantage.

Soft Skills

• Strong analytical and communication skills.

• Detail-oriented, proactive, and able to work under pressure.

• Willingness to work in shift-based operations.

• Intermediate English proficiency (technical reading & writing).

Compensation & Benefits

• Salary: Negotiable, based on experience and qualifications.

• 13th-month salary and performance-based bonus (individual & project).

• 14 annual leave days + 1 birthday leave day.

• Social insurance and health benefits as per company policy.

• Team-building trips and professional development opportunities.