• Provides telephone and personal support for user queries by investigating and resolving issues and escalating as necessary.• Users’ equipment is correctly configured. Be the first point of call for the new starters at SAS• Maintain Training PCs for SAS education center.• Provide audio visual support for events, meetings and kick offs, including the provision of Videoconferencing, projectors, etc.• Manage hardware and software requests.• Administration of Servers.• Keep up to date on technology trends by reading technical publications, related web-sites, etc.• Shares project information (e.g. procedures and tools used etc.) with colleagues by documenting all information and making it available in shared location.

Technical Support• Act as the main point of contact for all issues and queries regarding desktop and laptop computers, mobile devices, printers and other computer peripherals and related software.• Report to IT Manager and ensure all IT operation are performed in most effective and efficient manner.• Perform installation and configuration of PCs, notebooks, printer, IT equipment and peripherals.• Provide support to user in troubleshooting and resolving hardware, software and networking issues for company server and workstations.• Daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.• Prepares and setup PC and training image/VMware images for local, regional, offsite and onsite training.• Liaise with vendor and supplier to manage spare part and seek available support for PCs, Laptops, and printers.• Work with third-part suppliers as needed.• Documents, tracks and monitors all problems and requests to ensure a timely resolution.• Performs other duties or special projects as assigned.On-Site Training Support• Liaise with education team regarding training. • Book training image that hosted in SAS Cary for confirmed training.• Make sure all PC’s are working fine before training start.• Liaise with US team for customized training or any problem with the training image. Off-Site Training Support• Liaise with education team and external party regarding outside training. • Check their PC Specification, Internet Connectivity, and Firewall to ensure able to connect training image that hosted in US. • Provide support via email, phone, and remote desktop.

Technical Support• Provide 2nd level desktop computer support and 1st level network and server support.• Report to IT Manager and ensure all IT operation are performed in most effective and efficientmanner.• Perform installation and configuration of PCs, notebooks, printer, IT equipment and peripherals.• Provide support to user in troubleshooting and resolving hardware, software and networkingissues for company server and workstations.• Establish and monitor backup procedure using Symantec BackupExec to backup productionservers.• Prepares and setup PC and training image/VMware images for local, regional, offsite and onsitetraining.• Liaise with vendor and supplier to manage spare part and seek available support for PCs,Laptops, and printers.On-Site Training Support• Liaise with education team regarding training. • Book training image that hosted in SAS Cary for confirmed training.• Make sure all PC’s are working fine before training start.• Liaise with US team for customized training or any problem with the training image. Off-Site Training Support• Liaise with education team and external party regarding outside training. • Check their PC Specification, Internet Connectivity, and Firewall to ensure able to connecttraining image that hosted in US. • Provide support via email, phone, and remote desktop.

Technical Support• Provide 1st level Technical Support.• Perform installation and configuration of PCs, notebooks, printer, IT equipment and peripherals.• Diagnose and resolve technical hardware, software & networking issue.• Establish and monitor backup procedure using Symantec BackupExec to backup production servers.• Assist in ensuring all IT operation are performed in most effective and efficient manner.Training Support• Liaise with education team regarding SAS training. • Book training image that hosted in US Cary for confirmed training.• Make sure all PC’s are working fine before training start.