TYLin is a globally recognized, full-service infrastructure consulting firm committed to providing innovative, cost-effective, constructible designs for the global infrastructure market. With over 3,000 employees throughout the Americas, Asia, and Europe, the firm provides support on projects of varying size and complexity. Together, we enhance conventional designs with smarter, more resilient systems. We provide people with better mobility. We steward precious resources by finding more sustainable solutions.

Job Summary

Reporting to the Director of Service Delivery, the primary responsibility of the Senior IT Support Analyst – APAC is to provide IT technical support for the APAC region. This will include simple to complex technical issues to be addressed via onsite support (Manila) and phone/chat/remote support for other APAC countries. Additional specific responsibilities are outlined below.

Responsibilities & Qualifications

Responsibilities

• Provide friendly, customer service-focused technical support to resolve inbound technology-related problems as reported by employees via an online support portal.
• Act as an on-site resource within the local office for issues that need a physical presence. This includes computer setup and retrieval and may extend to the configuration of infrastructure devices.
• Document issues within the ITSM tool (FreshService) with clear, concise, and accurate information; document the troubleshooting process and procedure for each issue.
• Work with counterparts across the globe to ensure consistency in IT services delivered.
• Follow defined processes to ensure standardization across the IT organization worldwide.
• Coordinate the management of IT assets within the office and region, ensuring company assets are accurately tracked and maintained within the ITSM tool.
• Build and configure computers for new hires and break/fix replacements; retrieve company IT assets from departing employees.
• Work with local vendors in the procurement of new computers and peripherals, maintaining proper inventory to support business needs.
• Protect the company and our employees by following security policies and procedures.

Qualifications

• Standard working hours are Monday – Friday, 8:00a – 5:00p local Manila time (GMT+8).
• Must be fluent in English.
• Ability to self-manage and work effectively under minimal supervision.
• Highly organized and self-motivated to improve and progress IT support in the region.
• Effectively communicate across various levels of the organization and cultures.
• Possess a curious approach to troubleshooting complex technical issues and a strong troubleshooting acumen.
• Must be proficient in technical troubleshooting including:
  • Windows operating systems (Win10 and Win11)
  • Remote access technologies (VPN)
  • Software installations and errors
  • Network and local printers
• Must have experience with the following:
  • ITSM tool/ticketing system (ServiceNow, FreshService, etc.) that includes incident, request, asset management, change, and purchasing.
  • Knowledge of infrastructure hardware to include servers, switches, access points, etc.
  • Active Directory, SCCM, Azure, M365
  • Asset procurement and management
• Experience in supporting engineering environments (CAD/BIM software) is a plus, but not required.

 

Additional Information

TYLin Group’s Asia Pacific offices provide technical innovations and professional services including civil, structural, mechanical, electrical, geotechnical, seismic engineering, and planning. Our market sectors encompass high-rise buildings, special structures, long-span bridges, marine structures, highways, tunnels, rail and transit systems, and environmental engineering. With experience and offices throughout Asia including China, Malaysia, Singapore, Taiwan, Vietnam, and Indonesia, we can serve our clients with our local knowledge and presence.

TYLin’s Philippine Branch was founded in Manila in 2021. The branch office is working on the Bataan-Cavite Interlink Bridge (BCIB) project, a high-profile and one of the biggest infrastructure projects of the Philippine Government. The Philippine Branch office envisions itself to become a major industry player by promoting its services to various sectors.

#hybrid

TYLin offers a comprehensive total rewards package. Our benefits include extensive medical, disability and life insurance coverage, continuing education benefits, paid time off, employee assistance program and a retirement savings plan with company matching contributions.

 

We encourage all candidates to explore our total rewards offering.

 

TYLin is an equal opportunity employer, and we prohibit discrimination and harassment of any type as protected by federal, provincial, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees.  The company and its employees are required to comply with all local health authority, legal or lawful client requirements.