Senior Executive, IS&T (Based in Japan)

Date: 11-Jan-2022

Location: Tokyo, Japan

Company: Mapletree

The Role

Senior Executive, Information Systems & Technology, based in Japan

Job Responsibilities

  • Provide 1st/2nd line technical support covering all areas of IT (software/hardware), include diagnose issues, identify root cause, provide technical solution and close service tickets.
  • Logging, prioritization and escalation of IT issues and requests via our ticketing system.
  • Resolution of support issues and requests via telephone or remote support.
  • Provide the alternative resolution or workaround to resume the services, which are mission critical and impact to business.
  • Updating and maintaining of hardware asset registers, software licenses, keep antivirus software updated in all computers.
  • Own technical escalations end-to-end, ensure resolution has been fully implement and end user satisfaction has been achieve.
  • Provides employee introductions to various systems/applications and training as needed.
  • Support the development and implementation of all IT policies and operating procedures.
  • Clear and close service tickets include aging tickets.
  • Setup, configure, install and deploy computers to users

Job Requirements

Manage operational administrative activities such as:

  • Supervising vendors and ensuring works is implement appropriately.
  • Procuring equipment and services.
  • Maintaining billing records, contract expiry and coordinating payments.
  • Updating documentation and training material for system, equipment inventory, SOPs etc.
  • Monitoring scripts and alerts notification.
  • Maintain accurate inventory and reporting of all hardware asset, software licenses and software compliance check.
  • Dispose aging PC assets.
  • Preparing routine reports include EUS Operation checklist, service issue summary and top 3 issues.
  • Perform annual review for AD account, token, PC asset and software inventory check.
  • Scope of support will cover the various hardware, software and technologies deployed in Mapletree:
    • Microsoft technologies – Win10, O365 (Email, OneDrive, SharePoint and Teams), Intune, AD, Group Policy, ePO, SCCM, folder management, Project and Visio.
    • Asset Management software – SNOW 
    • Remote support software – TeamViewer
    • Video Teleconferencing software – Webex and Teams
    • Meeting room AV solution – Microsoft Surface Hub, Huawei Ideahub, Screenbeam.
    • Other software, such as Photoshop, Adobe, AutoCAD etc.
    • Mobile devices - Android and IOS.
    • MDM – Airwatch and Intune.
    • 2FA - Vasco Token and MFA.
    • Printers/copiers/scanners setup.
    • Projector/Board room conference facility.
    • Laptop computers.
    • Computer peripherals, such as monitor, privacy filter, mouse, keyboard, portable hard disk, thumb drive and etc.
    • Computer software compliance testing and installation.
    • McAfee antivirus agent/ENS files installation.