AIA Digital+ Hiring! Full Time Assistant Manager, Information Technology Management in Federal Territory - Ricebowl

Position Objective

This role is responsible for providing tier 2 technical support and administration for end user computing and IT infrastructure services. The role ensures the availability, security, and performance of desktop devices, endpoint management platforms, collaboration technologies, and supporting infrastructure. This includes troubleshooting complex Windows and MacBook issues, managing devices through SCCM and Microsoft Intune, supporting Microsoft Teams Rooms (MTR), and assisting with network, server, and storage operations. The position plays a key role in delivering a seamless end-user experience while supporting workplace transformation initiatives and ensuring compliance with organizational technology and security standards.

Job Responsibilities

End User Services and Level 2 Support:

• Act as the Level 2 escalation point for desktop, laptop, mobile device, peripheral and workplace technology incidents and service requests.
• Diagnose and resolve hardware, operating system, application, connectivity, printing, and user-profile issues across Windows and MacBook environments.
• Provide effective onsite and remote technical support, including support for senior and executive users when required.
• Perform device provisioning, configuration, deployment, refresh, recovery, secure decommissioning and lifecycle support.
• Build, image and deploy corporate devices using approved enterprise tools and standard operating procedures.
• Collaborate with the Service Desk and Group Technology teams to resolve escalations, reduce repeat incidents and improve first-contact resolution.
• Create and maintain accurate knowledge articles, troubleshooting guides, configuration records and operating procedures.
• Provide practical guidance and knowledge sharing to junior support resources.

Endpoint Management and Modern Workplace:

• Collaborate with Group Technology team to support Microsoft Endpoint Management Tools, including operating system deployment, software distribution, patching, inventory and reporting.
• Administer and support Microsoft Intune for device enrolment, configuration profiles, compliance policies, application deployment and endpoint security controls.
• Support Windows Autopilot and modern device provisioning where implemented.
• Collaborate with Group Technology team to perform application packaging, testing and deployment, and assist with application lifecycle activities.
• Support the transition from traditional on-premises endpoint management to modern cloud-based management where required.
• Support Active Directory, Group Policy and Microsoft Entra ID related administration and troubleshooting.
• Responsible with endpoint vulnerability remediation, security compliance checks, patching and corrective actions in accordance with AIA corporate standards.
• Provide day-to-day technical support for MacBook users, including device setup, software installation, troubleshooting and issue resolution.
• Support compliance checks and security remediation activities.
• Coordinate Mac-related escalations with Group Technology or relevant service providers.
• Exposure to Apple device management platforms such as Intune or Apple Business Manager is advantageous.

IT Infrastructure Support:

• Support the availability and performance of local area network, wide area network, wireless and office connectivity services.
• Perform basic administration, monitoring and troubleshooting of Cisco switches, routers and related network equipment.
• Assist with network moves, additions and changes, infrastructure upgrades, office expansion activities and technology refreshes.
• Troubleshoot common TCP/IP, DNS, DHCP, VPN, VLAN and wireless connectivity issues, escalating complex matters to specialist teams when required.
• Support the administration, monitoring and routine maintenance of physical and virtual server environments.
• Assist with server health checks, patching, backup verification, capacity monitoring and operational issue resolution.
• Support storage platforms associated to infrastructure processes.

Service Operations, Security, Compliance and Governance:

• Follow incident, request, problem, change, and configuration management processes.
• Ensure support activities comply with IT security requirements, access controls, endpoint standards, data protection obligations and audit expectations.
• Identify and escalate vulnerabilities, control gaps, recurring incidents and operational risks through established channels.
• Coordinate with vendors and service providers to support timely issue resolution and service restoration.
• Contribute to operational reporting, service improvement, automation and user-experience initiatives.
• Participate in project activities, planned maintenance, after-hours implementation or on-call support when business needs require.

Job Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems or a related discipline, or equivalent practical experience.
• 4 – 7 years of relevant experience in end user computing, desktop support, endpoint management or IT infrastructure support.
• Proven experience providing Level 2 technical support and managing escalated incidents in an enterprise environment.
• Strong understanding and experience in troubleshooting for end user devices including, mobile device management, software packaging and MAC OS support.
• Customer and service orientation, with the ability to explain technical matters in clear, user-friendly language.
• Ownership, reliability and sound judgement when managing priorities and escalations.
• Ability to work independently while collaborating effectively across local, regional and Group Technology teams.
• Strong attention to detail, documentation discipline and commitment to security and compliance.
• Continuous improvement mindset and willingness to share knowledge and develop team capability.
• Ability to remain composed and organised when managing multiple incidents or competing priorities.