• Specialist - Service Desk Engineer (English and Bahasa Malaysia Language Support)

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    Job Description
    The Responsibilities of the Role:
    • Maintain a high degree of service for end-user computing support by keeping to Acknowledgement and Response Time targets and adhere to all service management principles.
    • Provide technical support on end-user computing hardware and peripherals in an office. This includes answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.
    • Ensure all Minor End-user Incidents or Service Requests updates are fully documented in the ticketing application. This includes follow-ups from previous shift teams & follow through with all related parties until ticket closure.
    • Track and list all issues and resolutions in the details section in accordance with the team’s Key Performance Indicator for MITR and MTTR.
    • Follow standard operating procedures when triaging or troubleshooting a user issue.
    • Provide Technical Support & Access Administration on the following technologies:
    • End-user computing hardware i.e. PC / Laptop and peripherals
    • Google Workspace
    • JIRA Service Management (JSM), JIRA Software, Statuspage and other Atlassian products used by the company
    • Endpoint Security Tools
    • Telephony Administration.
    • Familiarity with OKTA SSO.
    • Escalate to or work with other teams in IT Platform & Infrastructure to address minor incidents and fulfil requests from end users in cases where the issue needs to be escalated.
    • Work with Lead Engineer or Manager to arrange for external technical support where problems cannot be resolved in-house.
    • In cases of widespread end user technical issues, immediately escalate to & work with the IT Shift Manager on-duty so the incident can be handled in accordance with the company’s Major Incident management process.


    Skill Requirements:
    • Working knowledge in end user computing & networking troubleshooting (TCP/IP, DNS and SMTP).
    • PC Software and browser troubleshooting skills are required.
    • Working Experience in administering & supporting MS Windows technologies and/or Linux environments such as Ubuntu or the like.
    • Working Experience with Google Workspace.
    • Working Experience with Service Management or Ticketing Tools.
    • Proven communication skills, written and verbal. Able to address all levels within the organisation and has the ability to address conflicts constructively.
    • Ability to read & analyse business processes, procedures, training material.
    • Strong analytical & problem-solving abilities.
    • Good understanding of Client server & web-based application architectures.
    • Service oriented demeanour is a must.
    • Driving change and handling difficult situations.
    • Dealing with change on a daily basis.
    • Experience with Service Delivery, Incident Management, Change and Problem Management Process.
    • Experience with ITIL methodologies, end-to-end support and/or relatedPractices.


    The Package :
    • Attractive Salary (RM5,000).
    • Performance related bonus for confirmed staff.
    • Annual Leave 15 days.
    • Medical Leave 14 days.
    • Medical and hospitalization coverage.


    Experience Required :
    • Associate


    Location :
    • Kuala Lumpur, WP, Malaysia.


    Employment Type :
    • Full Time.