It Support • Senior

Who you are

You have extensive experience in IT support, particularly in managing service desk operations across a regional scope. Your hands-on skills include installing, configuring, and troubleshooting various IT equipment such as laptops, desktops, phones, and printers. You are adept at user lifecycle management, ensuring seamless onboarding and offboarding processes for employees.

You possess strong documentation skills, capable of preparing and maintaining IT documentation, knowledge base articles, and runbooks. This ensures consistent support processes and enables self-service for users. Your technical expertise extends to developing and maintaining scripts and automation tools, such as PowerShell and Power Automate, to streamline IT tasks and improve efficiency.

You are a natural leader, having experience in managing a small team, fostering skills and competencies through training and mentoring. You understand the importance of accountability and performance management in delivering high-quality IT support. Your proactive approach to monitoring IT systems and applying necessary patches and updates is a testament to your commitment to maintaining operational excellence.

You excel in building strong relationships with business stakeholders and end-users, maximizing customer satisfaction and enhancing service delivery. Your ability to coordinate and plan IT activities ensures that services are delivered within agreed timelines and SLAs, contributing to the overall success of the organization.

What you'll do

In this role, you will lead the regional Service Desk team across APAC, taking full accountability for its performance. You will provide direct, hands-on IT support, ensuring that all IT equipment is functioning optimally. Your responsibilities will include handling user lifecycle management, from onboarding to offboarding, and ensuring timely access to applications and systems.

You will prepare and maintain comprehensive IT documentation, knowledge base articles, and runbooks to facilitate consistent support processes. Additionally, you will develop and maintain automation scripts to streamline account provisioning and device management, enhancing the efficiency of routine IT tasks.

As a leader, you will oversee the response to major IT incidents, confirming issues, alerting management, and coordinating cross-functional teams to resolve incidents effectively. Your role will also involve optimizing IT services by planning and coordinating activities to ensure timely delivery within SLAs.

You will build and maintain strong relationships with business stakeholders, end-users, and suppliers, ensuring that customer satisfaction remains a priority. Your leadership will foster a culture of continuous improvement within the team, encouraging skills development and high-quality service delivery.

What we offer

At NETGEAR, you will have the opportunity to shape the future of connectivity while working in a collaborative environment. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. Join us and make a significant impact in the world of IT support.