Country IT Coordinator

Your mission

As part of Hiab’s strategic commitment to have dedicated local IT support for our most critical locations, this role delivers essential on-site IT support while also being part of our insourced IT Service Desk for the APAC region. Operating as a hybrid On-Site Support Specialist and Service Desk Expert, you will resolve complex desktop and infrastructure issues, work on tickets in the Service Desk, bridge the gap between local operations and global IT teams, and ensure a high end-user experience.

This position is based in Chungbuk, South Korea, but delivers support for all our end-users across the APAC region. 

Key responsibilities

• Working hybrid as a local IT person and a Service Desk Expert providing L1-L3 end-user support, providing hands & feet support, collaborating with other Service Desk Experts, Country IT coordinators, infrastructure leads, and application teams
• Lead service restoration efforts for all incident types, including initial communication and coordination during Major Incidents
• Responsible for tracking and resolving incidents, requests, and tasks in our ITSM environment, ServiceNow
• Ensuring that our Knowledge Base is kept up-to-date. Proposing improvements and enhancements based on experience and feedback from end users
• Maintain CMDB Data and required documentation on infrastructure for the locations of your responsibilities. Transfer knowledge and know-how from business application owners to global documentation and CMDB, working actively on the projects for CMDB improvements
• Conduct trend analysis to detect recurring issues and perform thorough Root Cause Analysis (RCA) to eliminate systemic defects
• Responsible for aligning business needs with the vendors selected by HIAB, following our Technical Standard, Security Policies, ITIL best practices, and global processes
• Review and approve Standard Changes and provide critical technical impact assessments for the Change Advisory Board (CAB)
• Serve as the "Source of Truth" steward by authoring and maintaining high-quality Knowledge Base articles to promote Tier 1 resolution and self-service capabilities 
• Participation as a technical specialist in global and regional projects like service deployments, office moves, and acquisitions and divestment activities. This may require occasional travel
• Participation in agreed governance meetings to represent your responsibility areas
• Local invoice reviewer. Peripheral procurement, workstations and other IT equipment
• Telephony, VoIP and mobile device support including device procurement, subscription management and managing the life cycle of the contract with the mobile phone company provider (renewal and negotiations) with approval of the local business manager and line manager.

What we are looking for

• Minimum 5 years of experience in technical IT support roles

• Knowledge in Windows desktop computing (macOS is an advantage), Microsoft server and server infrastructure management and ITIL framework knowledge

• Knowledge in tablets, mobile phones and telephony (fixed and VoIP), as well as in network infrastructure management

• Team player with technical IT knowledge and willingness to learn more

• Be able to deeply understand users' needs and be able to communicate with different stakeholders. Having experience of working in a global organization is preferred.

• Available to work outside regular working hours when commonly agreed (according to local legislation)

• Express yourself fluently in English and  Korean, verbally and in writing.

What we offer

As a part of our Employees First culture, we offer opportunities to grow within a dynamic environment that values flexibility and your well-being. We strive to make things easier, empower you to succeed, and strive for excellence in a positive and inclusive environment.

Ready to apply?

Click on the apply button below to send in your application. Applications will be reviewed on a rolling basis.