IT Operations · APAC

หน้าที่และความรับผิดชอบ

• Service desk & triage: single intake point for all IT requests from Thailand and Australia; classification and prioritisation against a defined priority matrix; independent resolution at 1st and 2nd level, with structured handover to IT Operations Germany where 3rd level is genuinely required.
• Security & group standards: implement and enforce the IT security policies, domain and network integration requirements, and tooling decisions issued by IT Operations in Germany. Regional deviations are agreed with headquarters, never decided locally.
• Endpoint & identity management: administer user accounts, access rights and licences across the joiner–mover–leaver lifecycle; centrally enrol and manage all regional devices, including encryption, patching and endpoint protection; hold custody of recovery keys and own the documented procedure for hardware replacement.
• Hardware governance: build and maintain the APAC asset inventory and establish the regional standard for procurement, imaging, handover, and return of devices.
• Local vendors & telephony: manage local IT service providers in Thailand and Australia; operate and document the 3CX telephony setup including Twilio numbers and their local regulatory requirements per country.
• Application support: 1st level support on our own claims management platforms; restart and correct individual cases within a documented runbook and a defined permission scope; produce reproducible, reliable bug reports for Product and Engineering in Germany.
• Compliance support: supply regional evidence for client and prospect security questionnaires — device compliance, access management, local providers. Ownership of the answers remains with headquarters.

คุณสมบัติ

คุณสมบัติด้านความรู้และความสามารถ

• Must-have (decisive selection criterion) Three to five years in 1st and 2nd level IT support in an international, English-speaking environment, including a period as the sole or largely autonomous IT presence at a site. Hands-on administration of a cloud identity and device management stack — for example Microsoft 365, Entra ID and Intune, or an equivalent toolset — is mandatory and should be tested at interview; this is not a role that can be learned on the job. Business-fluent English is a hard requirement: all collaboration with Germany and Australia runs in English. Candidates who have only worked in Thai-language environments, or only inside a larger IT team with escalation cover available at all times, will not be considered.
• Technical – Administration of a cloud productivity suite (e.g. Microsoft 365): mail, collaboration and file services. – Cloud identity and access management (e.g. Entra ID): user and group administration, multi-factor authentication, licensing, conditional access fundamentals. – Central device management (e.g. Microsoft Intune): enrolment, compliance policies, application deployment, patch and encryption enforcement. – Disk encryption and recovery key management (e.g. BitLocker / TPM), including the correct procedure following a mainboard or device replacement. – Windows client troubleshooting; network fundamentals (VPN, Wi-Fi, DNS / DHCP). Advantageous: VoIP telephony and number provisioning (e.g. 3CX, Twilio), an ITSM ticketing system (e.g. Jira Service Management), scripting for automation, ISO 27001 awareness, SaaS application support.
• Ways of working – Comfortable working to a group standard set in Germany — enforces it locally, escalates the exceptions, and does not build parallel local solutions. – Documents rigorously — headquarters only ever sees what has been written down. – Prioritises across two countries and can say “not now” without needing the requester to agree. – Escalates bad news early and directly. Reluctance to report problems upward is the single biggest risk in this role and should be probed explicitly at interview.
• Language & personal – Business-fluent English, written and spoken; Thai at native or fluent level. German advantageous but not required. – Entrepreneurial and self-directed — comfortable in a lean local entity backed by a mature German parent, without a support apparatus. – Willing to work the early shift and to flex hours when Australia requires it; available for onboarding in Germany and occasional travel to Australia.
• English proficiency in reading, writing, listening, and speaking. (Preferable TOEIC 900, IELTS 7.5, TOEFL iBT 100)

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