IT Support Executive

About the Company EPIC AI MARKETING CO., LTD. was established in August 2019 in Thailand, operating across E-Commerce, Health & Beauty, and software development in Asia. Our core focus is the pet business, with brands including CLAWSET , a fashion and accessories destination for pets, and Urban Moof , offering non-fashion pet lifestyle products such as natural grooming and cassava cat litter. We are also expanding into pet food as part of our growth strategy. We are building a modern pet ecosystem aligned with the “pet humanization” trend, with plans to scale across multiple channels and markets. Join us to be part of a driven, entrepreneurial team shaping and growing pet brands across Asia. Job Summary: We are looking for a hands-on and service-minded IT Support to ensure smooth day-to-day IT operations across the company. This role will be responsible for providing technical support to employees, maintaining computers and IT equipment, managing user accounts and software access, troubleshooting hardware, software, and network issues, and supporting basic IT security practices. The ideal candidate is proactive, organized, comfortable working in a fast-moving environment, and able to communicate technical issues in a simple and practical way. Key Responsibilities: IT Support & Troubleshooting Provide day-to-day technical support to employees for hardware, software, operating systems, printers, internet/network connectivity, and other IT-related issues. Diagnose and resolve technical problems efficiently and escalate complex issues to relevant vendors or technical partners when required. Provide basic support for commonly used business applications and collaboration tools. Maintain records of IT issues, solutions, and recurring problems to improve future troubleshooting. Provide basic technical guidance and IT best practices to employees. Hardware & IT Asset Management: Set up, configure, maintain, and troubleshoot laptops, desktops, monitors, printers, mobile devices, and other IT equipment. Prepare computers, accounts, and required applications for new employees. Handle IT equipment and access during employee onboarding, transfer, and offboarding. Maintain an accurate inventory of IT assets, including assigned users, equipment status, warranty information, and lifecycle. Coordinate repair, replacement, and procurement of IT equipment when required. Software & User Account Management: Install, configure, update, and maintain software used within the organization. Manage user accounts, permissions, email accounts, and access to company systems according to approved requests. Monitor software licenses, subscriptions, renewal dates, and usage. Ensure appropriate access is granted and revoked during employee onboarding and offboarding. Coordinate with software vendors and service providers when technical support is required. Network & IT Infrastructure Support: Provide first-level support for office Wi-Fi, internet connectivity, routers, access points, printers, and other basic network infrastructure. Monitor basic network and system availability and coordinate with external vendors when issues occur. Assist with setup and maintenance of meeting room technology and other office IT equipment. Support IT infrastructure improvements as the company expands its operations. IT Security & Data Protection: Support implementation of company IT security, computer usage, and data privacy policies. Ensure computers and devices have appropriate security configurations, updates, antivirus/endpoint protection, and access controls. Promote good cybersecurity practices among employees, including password security, phishing awareness, and appropriate handling of company information. Report potential security incidents, suspicious activities, or system vulnerabilities to management. Support regular review of user access and IT security practices. IT Administration & Improvement: Maintain IT documentation, asset records, user access records, licenses, vendor information, and troubleshooting guides. Coordinate with IT vendors, software providers, and other external partners. Identify recurring IT problems and recommend practical solutions or process improvements. Support implementation of new IT tools, systems, or technology initiatives as required. Perform other IT-related duties or projects assigned by management. Qualifications: Bachelor’s degree or vocational qualification in Information Technology, Computer Science, Computer Engineering, or a related field. At least 3 years of experience in IT Support, Helpdesk, System Support, or a related role. Good knowledge of Windows and/or macOS environments. Comfortable using generative AI tools such as ChatGPT, Gemini, Claude, Microsoft Copilot, or similar tools for practical work. Familiar with Microsoft 365 and/or Google Workspace administration. Basic knowledge of networking concepts such as TCP/IP, Wi-Fi, LAN, DNS, DHCP, routers, and access points. Basic understanding of IT security, user access management, antivirus/endpoint protection, and data protection. Experience in hardware troubleshooting, software installation, and computer setup. Good problem-solving and troubleshooting skills. Able to communicate clearly with non-technical users. Good command of Thai and workable English communication skills. Preferred Qualifications: Experience managing Google Workspace or Microsoft 365 Admin. Experience with IT asset management or helpdesk/ticketing systems. Knowledge of basic network administration and cybersecurity. Experience supporting an E-Commerce, Retail, Startup, or fast-growing organization is an advantage. Basic knowledge of cloud services, SaaS administration, or system integration is a plus. Key Characteristics: Service-minded: enjoys helping people and solving problems. Hands-on: willing to investigate and fix problems directly. Proactive: identifies potential issues before they become bigger problems. Responsible: understands the importance of company systems, equipment, and information. Organized: able to keep IT assets, accounts, licenses, and documentation under control. Adaptable: comfortable working with new tools and changing business requirements. Security-conscious: understands that convenience must be balanced with information security. Entrepreneurial mindset: willing to learn, take ownership, and find practical solutions in a fast-growing environment.