ThunderSoft Hiring! Full Time Senior IT Operations Engineer - System Administrator in Pulau Pinang - Ricebowl

Job Description

•Provide daily End User technical and operations support to ensure smooth daily operations through regular maintenance, housekeeping, training & knowledge transfer. This is inclusive of all work being tracked via Service Now and a quarterly review of case closures of the entire Singapore, Malaysia and Australia team via a metrics report that employee will own and drive.

•Manage and deliver daily operations, refresh end-user materials, and maintain visitor records, including visit purposes.

•Maintain accurate IT asset records and inventory.

•Participate in global projects, local initiatives, and ad hoc requests as assigned, including coordinating ISO, IA, OHSAS, and FA policies and procedures to ensure they are properly documented and in place.

•Manages the effectiveness of IT processes and systems within area-of responsibility to achieve performance goals.

•Ensures rigorous quality control by meeting well-defined shared objectives and KPIs, which includes taking ownership of escalated issues from 1st and 2nd line of support, handling of trouble tickets and mentoring junior members of the global team in problem resolution.

•Operates within a technical culture while simultaneously relating to the requirements of the business supported by acting as the IT business contact for area of responsibility.

•Meeting with Key Stakeholders to assess and define the system requirements.

•Analyzing user feedback to determine inefficiencies and problems.

•Collaborate with global cross-functional team projects in continuing developing and designing computer systems infrastructure.

•Overseeing the development, installation, configuration, upgrades, and administration of computer systems within the area of responsibility.

•Monitoring computer systems and networks for viruses, malfunctions, and errors.

•Troubleshooting technical issues and developing effective solutions.

•Preparing documentation and operational manuals.

•Conduct training to end-users' team on new systems, protocols, and best practices.

•Keeping abreast of the latest advancements in technology, protocols, and best practices.

•Participates in on-call rotation to provide after-hours support.

•First level ad hoc support to Video, Network, IT engineering, and Infosec team.

•Ability to provide Offsite support when required which inclusive weekends or public holidays.

Additional AV / Video Conferencing Responsibilities added:

•Design, install, configure, operate, maintain, and upgrade video conferencing equipment, test environments, and infrastructure, with hands-on support for endpoint and room technologies.

•Support collaboration and unified communications services across Cisco, Microsoft Teams Rooms, Poly, Zoom, WebEx, Pexip/CVI, Qumu, and other industry-standard meeting platforms.

•Schedule, set up, monitor, support, and disconnect internal and external video conferences, including AV/VC town halls, media rooms, cafeteria events, AV desk operations, camera switching, and streaming services.

•Prepare video conferencing and event planning/production documentation such as logistics plans, test plans, configuration drawings, Run of Show documents, attendance reports, and IT equipment readiness checklists.

•Troubleshoot and resolve video conferencing and event service incidents, including RMA coordination, hardware/software issues, vendor engagement, root-cause analysis, ServiceNow tracking, SLA adherence, and uptime management.

•Conduct AV/VC equipment audits, maintain recommendations for new technologies, create internal and end-user documentation, and mentor/train team members on supported AV/VC architecture and operations.

Systems Administrator Requirements:

•Bachelor's degree in computer science, information systems, or a similar field.

•A minimum of 5 - 10 years' experience as a Senior IT Engineer/systems engineer.

•Familiarity with operating systems, such as Windows, Linux and UNIX.

•Good knowledge in Dashboard reporting (PowerBI, SNow)

•Some knowledge in AI, automation, and scripting skills with knowledge of programming languages, such as Python an added advantage.

•Good knowledge of IT Operations supports

•Good track record in User Experience and partnering with key stakeholders.

•Strong analytical thinking and problem-solving abilities.

Additional AV / Video Conferencing Skills & Experience added:

•5-8 years of related work experience in video conferencing, AV operations, unified communications, or collaboration support;

•Working knowledge of video conferencing endpoint configuration and operation, including Cisco, Microsoft Teams Rooms, and Poly endpoints.

•Technical knowledge to set up, install, troubleshoot, and connect audio visual equipment including cameras, microphones, projectors, and monitors.

•Ability to operate AV equipment such at Video cameras, microphones, switchers, Audio mixers, Control systems and interfaces to successfully run townhalls/webinars/ local events.

•Ability to work rotational shifts and support critical or maintenance activities during weekends/public holidays when required.