Technical Support Administrator

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Job Description

Asco Motors is a subsidiary of Toyota Tsusho South Pacific Holdings and is the only authorized dealer and distributor of Toyota and Yamaha in Fiji. When you join Asco Motors, you will become part of a global company that promotes a family-friendly environment and seeks to achieve world-class standards in all areas of our business. In Fiji, Asco Motors is an automotive dealer/distributor and employs over 300 staff. Asco Motors markets quality products and services with franchises that include Toyota, Yamaha, Bridgestone, Kobe, Massey Ferguson, and Avis

The Technical Support Administrator provides a variety of services to enterprise customers to facilitate hardware and software requests, ensuring technical support is well addressed for all countries. The role reports to Senior Systems Administrator.

Outcomes

Organisational Stakeholders
1. Operational Excellence
Performed installation and troubleshooting activities for computers, laptops, printers, mobile devices, desktop phones, CCTV, servers, and peripheral desktop equipment. Collaborated with vendors, manufacturers, subject matter experts, and IT and business units for work completion.
2. Finance
Enhanced information quality for decision making. Managed IT costs while adhering to standards. Ensured SOPs followed with procurement and asset management.
3. Business Process
Improved efficiency and productivity through existing and new IT services. Compiled technical information. Developed reports and procedures. Executed project tasks as per project plan.
4. Learning & Growth
Improved IT staff technical, systems knowledge and skills. Enhanced staff (user) knowledge and utilization of existing systems by providing user trainings and developing manuals. Self-developed on cybersecurity and technical certification.
5. Customer Service
Provided efficient helpdesk support. Fulfilled customer requests. Enhanced level of customer service delivery including critical incident resolution time. Ensured system availability at all times.
6. Digital Transformation
Researched new technologies to improve business efficiency and reduce total cost of ownership. Assisted business with DX projects by arranging vendor meetings and providing technical details.
7. Governance and Compliance
Assisted in Group IT daily and other scheduled infrastructure operations. Prepared monthly reports on server and network availability, performance, software license compliance, and assets register. Provided regular performance and capacity reports with recommendations. Documented instances of hardware failure, repair, installation, and removal. Conducted IT assets stocktake and maintained asset register. Supported development and implementation of new computer projects and hardware installations. Maintained up-to-date knowledge of hardware and equipment contracts and supervised contract-based installations.

Responsibilities - Critical Competencies

Competence	Description
Business
Resource Management	Deliver results through the efficient and effective allocation and use of supplies , equipment and people.
Systems and Procedures	Develop and/or apply procedures to assist the organisation achieve its goals.
Information Analysis	Make informed decisions by collecting and interpreting data and information
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Relationship Building	Build beneficial relationships with suppliers and stakeholders.
Quality Focus	Deliver quality.
People
Facilitation	Assist the progress of work ensuring its timely and effective completion.
Problem Solving	Develop practical solutions to a situation.
Innovation	Use original and creative thinking to make improvements and/or develop and initiate new approaches.
Professional
Technical Strength	Demonstrate knowledge of a specialist discipline.
Compliance	Comply with relevant laws and the policies and procedures of the organisation.

Qualifications

Qualification	Discipline	Notes
Preferred
Degree	Information Technology/Computing, Computer Science	Bachelor in Information System/Computing Science
Preferred
Certificate	Microsoft Certification

Work Knowledge and Experience

1. Minimum of 2 years’ experience in an infrastructure service delivery or technical support role.
2. Proven experience in the installation, configuration, and maintenance of Windows operating systems.
3. Working knowledge of Microsoft Office 365 suite and related cloud services.
4. Demonstrated experience in engaging with vendors and third-party service providers.
5. Strong understanding of computer hardware, software systems, networking, and enterprise applications.
6. Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
7. Strong problem-solving skills and the ability to work independently or as part of a team in a fast-paced environment.

Interactions

Interaction	Comments
Internal
IT department
Business Units
External
Vendors
Suppliers
Customers
Regulators

Attributes

Attribute	Definition
Behavioural Styles
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Innovative	Devises new and creative ways to do things comes up with original ideas.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Interpersonal Styles
Forthright	Speaks out frankly without hesitation, showing a direct manner.
Perceptive	Shows keen insight and understanding of issues or situations.
Self-sufficient and assured	Readily copes with situations without recourse/need of others, showing confidence and belief in oneself and one's own abilities.
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Decisive	Reaches conclusions, promptly and firmly.
Initiative	Takes action and makes decisions without the help or advice of other people.
Well organised	Controls tasks in a well thought out and critical manner.

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