APAC IT Specialist

Regional Field Engineer | Based in Bangkok, Thailand

About the Role

To strengthen our APAC IT capability, Den Hartogh is looking for an APAC IT Specialist (Regional Field Engineer). Based in Bangkok, you will support colleagues across multiple APAC offices while providing hands-on support for the Thailand office when required.

You will be responsible for resolving and managing second-line IT incidents and service requests, supporting workplace technology and business applications, and helping to ensure the availability, continuity, security and stability of IT workplaces and office infrastructure across the region. You will work independently and in collaboration with the APAC IT Manager, Global ICT Team, senior engineers, regional colleagues, external partners and vendors to deliver effective and sustainable solutions.

This versatile role provides exposure to workplace technology, Microsoft 365, networking, infrastructure, endpoint security, business applications, IT service management and regional and global IT projects within Den Hartogh's transport and logistics environment.

Purpose of the Position

To deliver reliable and secure IT services across APAC by ensuring the availability, continuity and stability of workplace technology and office infrastructure, resolving second-line support requirements, and contributing to regional and global IT improvements.

Key Responsibilities

Regional IT Support and Service Delivery

• Provide second-line IT support to colleagues across APAC, remotely and on-site where required.
• Act as a regional point of contact for workplace, infrastructure and application incidents, service requests and technical escalations.
• Investigate user requirements, troubleshoot issues and deliver practical solutions independently or with senior engineers, Global ICT teams, vendors and external partners.
• Support user onboarding, offboarding, account provisioning and access administration in collaboration with Global ICT teams.
• Respond to incidents and requests in a timely, service-oriented manner and keep users informed throughout resolution.
• Maintain active working relationships with IT partners and colleagues across APAC locations.

Workplace Technology and Field Engineering

• Ensure the availability and reliability of IT workplaces and office infrastructure across APAC locations, including local hands-on support for the Thailand office.
• Deploy, configure and troubleshoot Windows 11 workstations, laptops, peripherals and office IT equipment.
• Install and maintain hardware, software, network equipment, printers, scanners and collaboration technologies in collaboration with senior engineers and vendors.
• Support office connectivity, wireless networks, meeting-room audio-visual equipment and other workplace technologies.
• Analyse user requirements and configure workplace solutions that meet operational and security needs.
• Perform scheduled checks and coordinate remedial work to maintain service continuity and infrastructure stability.

Security, Access and Compliance

• Support workplace security, user access and endpoint compliance in line with Den Hartogh IT policies and Global ICT standards.
• Conduct routine system, network and security checks and assist with audits and remediation activities.
• Support improvements to IT security infrastructure to accommodate business requirements and organisational growth.
• Promote secure working practices and help users understand applicable IT policies and controls.

IT Service Management, Documentation and Assets

• Maintain accurate incident, request, work and asset registrations in the IT service management system.
• Create and maintain system documentation, operating procedures, troubleshooting guides and knowledge articles.
• Support the lifecycle management of IT devices and office technology, including deployment, inventory, maintenance, replacement and disposal coordination.
• Prepare operational and management reports as required.

Projects, Change and Continuous Improvement

• Participate in regional and global IT projects, system updates, upgrades, migrations, rollouts and infrastructure improvements.
• Contribute to change initiatives, technology selection and implementation activities in collaboration with senior engineers, business stakeholders and vendors.
• Help standardise workplace technology, support processes and documentation across APAC offices.
• Identify opportunities to improve IT service quality, user experience, security and business processes.
• Design and deliver user training, workshops and knowledge-sharing sessions.

Vendor and Business Application Support

• Coordinate with suppliers and service providers for procurement, connectivity, maintenance and technical support.
• Monitor vendor activities and follow through on issues affecting office infrastructure or IT services.
• Provide first- and second-line support for the Transport Management System and other business-critical applications.
• Assist users with issue identification and coordinate escalations to the relevant application team or APAC IT Manager.
• Support application adoption and process improvement across regional operations.

Minimum Requirements

• Diploma, Associate's degree or Bachelor's degree in Information Technology, Information Systems, Computer Science or a related field.
• Approximately three to five years of relevant experience in IT support, workplace technology, infrastructure or systems administration.
• Experience providing second-line support and supporting users across multiple offices, countries or a regional environment is preferred.
• Strong knowledge of hardware, Microsoft 365, Windows configuration, endpoint management, networking and office IT infrastructure.
• General knowledge of backup, antivirus, anti-malware, access management, endpoint security and IT security practices.
• Experience maintaining ITSM records, technical documentation and IT asset information.
• Experience participating in IT projects, migrations, upgrades or technology deployments.
• Ability to work independently with minimal day-to-day supervision while collaborating effectively with regional and global teams.
• Strong analytical, problem-solving, communication and service-management skills.
• Good command of written and spoken English.
• Willingness to travel occasionally to Den Hartogh locations within APAC.
• Experience in logistics, transport or supply chain operations is an advantage.
• Knowledge of Transport Management Systems or logistics applications is an added advantage.

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