FUJITSU THAILAND

Managing and maintaining network and cloud infrastructure for clients, ensuring seamless operation, high availability, and rapid resolution of issues Monitoring and responding to network and cloud service incidents, with expertise in troubleshooting Escalation management, and client interaction Receive and Response to customer issue or problem Logging, follow up and tracking the details of Customer Requests and problems Identify the types, categories, severity and urgency of the case Route customer cases to proper teams to follow up and handle (both internal and external). Including tracking the status of cases until closure Provide technical phone support to customers Provide remote support and/or remote maintenance to Data Center and customers Provide reports to customers upon requests Maintain and/or Update customer information in the customer database Perform routine operation and maintenance for Data Center and customers

Monitor, manage, and prioritize incidents across all live process automation projects. Investigate incidents to identify the root cause and provide timely resolutions. Collaborate with developers, business analysts, and stakeholders to resolve complex issues. Perform initial troubleshooting of automation tools, including Kofax RPA and KTA (Kofax Total Agility). Utilize monitoring tools such as Grafana to detect and resolve performance issues. Monitor, manage and maintain servers performance. Provide clear documentation of incident resolutions, root causes, and preventive measures. Ensure adherence to SLAs for incident resolution and reporting. Identify recurring issues and recommend process improvements to reduce incident frequency Support/Stand by deployment of patches, upgrades, and hotfixes for automation tools and environments Make the incident report and meeting with customer. Flexibility to work remote.

Install, assembles and configures computer, monitors, network infrastructure, peripheral and related hardware upon customer’s order Install, configure and upgrade Operating Systems and common standard application software onto Fujitsu and 3rd party hardware product Basic troubleshoots computer system, including troubleshooting of hardware, software, network and peripheral equipment. Make repair and corrections when necessary On-site services to customer with or without or assigned by Senior IT Specialist or higher Produce network cabling as required for new site installations and office reconfiguration Acting as technical resources in assisting users to resolve problem of equipment and data Produce document as required in regular work of ES department Skill transfer to successor as document of work history Perform other duties of a similar nature or level Visit customer for preventive maintenance monthly with team

To support and provide how to resolve the problems on the technical assistances by telephone and remote. Service support and resolve problem to the end user of PC, Laptop, Basic IT operational troubleshooting support Follows up with critical incidents to ensure they are resolved, requests are filled, and the customer communication is complete Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users Escalate the incident which beyond responsibility to Customer’s authorized person to make the decision such as 3rd Party Log, categorize, and prioritize all tickets in incident management system and Follow up end-to-end progress of tickets Manage 3rd party escalation issues and follow up backlog tickets. Manage internal level 2 escalations and co-ordinate with users and customers. Analyst incident data and prepare incident weekly report and monthly report. Participate and assist in driving knowledge management process. Others as assigned by Project Manager/Team lead.

Comply with customer information technology regulations and policies. Adhere strictly to the customer’s procedures and carry out tasks with due diligence and care. Provide site coordinator to work with customer. Monitor and coordinate Third Party Venders for related work. Provide service for computer includes the operating system (Operating System), checking the hardware operation, setting the basic computer operating system (OS). Find the cause of the problem using the right time and find a solution to the initial problem base on Colgate FreshService. Enroll devices by Register any applications works on computer or mobile devices, Check devices compliant by Tanium Provides support for IMAC (Install, Move, Add, Change) for hardware (computers and peripherals). and coordinate the movement of assets. Provide service in case of necessary or instructed by the product owner/global IT to install and update the hardware e.g. Patch, version. Advise users to take appropriate process to backup data. escalation ticket to the next tier in the event that it is not in the contractor's duties and responsibilities. Clone or reinstall the program by global process in case the software problem cannot be solved. Provide a summary weekly, monthly and quarterly and annual report. Complete the assigned tasks for Colgate Standard & Compliance Audit Monthly, Quarterly and Yearly reports on time. Update Colgate Asset management portal (currently Oomnitza) in real time with current asset details. Training the new IT support staff Install and configure software and computer systems, etc. Coordinate with third parties for maintenance or replace damaged hardware as computer, Access point, network switch, UPS, Printer, Scanner, VoIP and other devices. Maintain software and hardware inventory (PC, Laptop, Printer, Scanner, Monitor, Adaptor and Laptop Docking) . Test and evaluate the new version Lenovo cloud Deploy Windows Operating System upgrade and Patch update.