IT Support Specialist (1-Year Contract)

What You'll Do 

• Achieve consistently excellent monthly Customer Satisfaction (CSAT) scores by serving as a highly responsive, first line of defense for hardware, software (Windows/Mac), and network issues via Email, Slack, Walk-ins, and Jira.
• Drive the implementation of AI technology and self-service empowerment by converting common issues into "How-to" articles, reducing manual support volume, and structuring solution logs to serve as AI Training Data.
• Collaborate with L2/Senior IT teams and internal employees to manage the full lifecycle of incidents in Jira, ensuring tickets are properly logged, updated, resolved, or escalated.
• Be responsible for creating and maintaining the Internal Knowledge Base, acting as the Knowledge Base Owner to provide accurate, standardized SOPs for both human and AI retrieval.
• Deliver automated insights by designing real-time dashboards in Jira to monitor ticket status, identify trends, and analyze quarterly anonymous satisfaction survey data to enhance the user journey.

What You'll Need 

• 0-3 years of experience in an IT Support, Service Desk, or Helpdesk role (Fresh graduates with a strong service mindset and foundational tech skills are highly encouraged to apply).
• Proficiency in Ticketing Systems, specifically managing the full incident lifecycle (e.g., Jira).
• Strong troubleshooting capabilities across both Windows and macOS environments, as well as basic network connectivity issues.
• Good command of English and Thai (Verbal & Written) to effectively communicate and support a diverse, multi-national workforce.
• Highly organized and structured thinking, with the ability to clearly structure data, documentation, and technical logs.
• A strong Service Mindset: patient, empathetic, and genuinely passionate about helping internal users solve their daily tech problems.

What Sets You Apart 

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience with AI and Automation, including familiarity with Virtual Agents or configuring automation rules within ticketing platforms.
• Workflow expertise, with proven experience in creating Slack workflows, integrations, or utilizing  tools as a primary IT support channel.
• SaaS Administration skills, particularly basic knowledge of Google Workspace (G-Suite) administration.
• A Tech-Savvy and Curious nature, demonstrating high enthusiasm for continuously learning new tools and leveraging technology to improve workplace efficiency.