บริษัท ฟูจิตสึ (ประเทศไทย) จำกัด (FUJITSU THAILAND)

Install Configure and Upgrade Operating Systems (Windows, Linux) and common standard application software Basic troubleshoots computer system, including hardware, software and network Receive and Response to customer issue or change request Perform change configuration of system and network equipment follow by procedure and manual Escalation to higher level when requires Logging, follow up and tracking the details of Customer Requests and problems as cases Provide technical phone support to customers Provide remote support and/or remote maintenance to customers Provide reports to customers upon requests Maintain and/or Update customer information in the customer database

Receiving all calls from customer within agreed repose time and log call in Help desk system Provide solutions to customers via phone and remote in Thai, Singapore, Malaysia, America Analysis and solve the failure for HW, SW, application, Operation and Dispatch call to appropriate service partner Provide remote diagnostic to customer system Network monitor progress and manage server system. M365 Cloud user Escalate call which exceed the “Service Level Agreement” criteria Coordination with software owner team Prepare call log data for manage service report Maintenance of call log data Manage and document end user manual Monitor and analysis network report Provide engineering on-site service according to SLA. Maintain inventory of IT hardware and software IMACD (Install, Move, Add, Change, Delete) Others as assigned by Project Manager/Helpdesk Supervisor

Receive and Response to customer inquiries via call/e-mail with prompt, accurate, and courteous replies. Logging and tracking the details of customer requests and problems as tickets. Identify the types, categories, severity, and urgency of the ticket Provide technical/non-technical phone support to customers Provide remote support and/or remote maintenance to customers Control and follow up customer tickets in order to comply with customer’s Service Level Agreement. Identify the ticket from customers as Maintain or non-Maintain based on customer’s contracts. Act as a further escalation point for unresolved or escalated calls Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure. Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA Provide report to customer upon requests Maintain and/or Update customer information in the Service Desk System Participate and assist in driving knowledge management process Others as assigned by Project Manager/Team lead

Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner Works with Head of IT to establish standards and best practices for managing internal infrastructure, including network, access rights, desktops, servers, internal applications, Security System To improve the quality and efficiency of support Services Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures Responsible for day-to-day system administration, including management of Internal network, VPN, Microsoft Active Directory (AD) and system backups MS-365 Administrator Routine Server, Network and Monitoring Administrator for Infra structure of customer System such as Storage, network, database, Operating System and Cyber Security Ensures that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery Monitors and evaluates the efficiency and effectiveness of infrastructure service delivery methods and procedures Working closely with both vendor and customer, as well as collaborating with the TBST Cyber Security team Make the incident report and meeting with customer Flexibility to work remote

Call management ▪ Receiving all calls from customer within agreed repose time and log call in Help desk system ▪ Provide solutions to customers via phone ▪ Analysis and solve the failure for HW, SW, application, Operation and Dispatch call to appropriate service partner •Problem management ▪ Provide remote diagnostic to customer system ▪ Monitor progress of calls ▪ Escalate call which exceed the “Service Level Agreement” criteria •Reporting ▪ Prepare call log data for manage service report ▪ Maintenance of call log data ▪ Manage and document end user manual •Others as assigned by Project Manager/Helpdesk Supervisor