Executive –Technical Support  - AVIATION
(English and Mandarin Language Support)
                                       
Location:
 Malaysia International Aerospace Centre
Subang Airport.
 
The Position:
The Executive – Technical Support will be the Single Point of Contact and Control (SPOCC) for all IT related issues and request from end users.
The areas of responsibilities includes incident management, request fulfilment and access management.
The end users will communicate with the contact centre via phone, email and web ticket in both spoken and written English and Mandarin.
 
The Responsibilities of the Role:
·         Manage the ticket from opening to closure with tracking and status update to the end users in a proactive manner.
·         Communicate with the support group on a timely basis, follow up with users and resolve the issue within defined timelines. This is to ensure that the ticket can be closed within the defined timelines.
·         Committed to resolving as many tickets as possible remotely via the ticketing tool by utilizing the knowledge database and defined processes.
·         Resolve Incident and Service Request in a timely manner.
·         Dispatching notification email for awareness, planned/unplanned outrages as well as scheduled maintenance with the relevant template.
·         Validation of ticket information accuracy including solutions to users’ problem, meeting all predefined quality measurement and processes.
·         Create/Configure/Customize/Disable /password reset /support ID accounts to access domain.
·         Create/configure/customize/Manage/Disable of email accounts, distribution lists; generic mailboxes; meeting room resources.
·         Airwatch activation, support, troubleshooting and escalation.
·         Support L2- gathering missed information for request and incident.
·         Request and incident escalate to L2 with details and troubleshooting steps.
·         OTP account management and password reset.
·         Any other task(s) as requested by management.
 
The Requirements for the Role:
·         Diploma / Degree in IT related discipline.
·         2-3 years’ experience working in an IT service desk call center environment.
·         Experience in hardware and software installation, troubleshooting and user support.
·         Experience with remote desktop tool.
·         Basic networking knowledge.
·         Familiar with Win10 OS, MS Office, Active Directory.
·         Excellent command of spoken and written English and Mandarin.
·         Possess initiative, able to work independently and as a team
·         Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
·         Contact Centre Operating Days   : - Monday-Friday
·         Contact Centre Operating Hours : - 7.30am- 7pm.
The Offer:

• Attractive Salary (RM 4000).
• Transport Allowance (RM 350).
• Performance related bonus per quarter for confirmed staff.
• Probation period is 3 months.
• 15 days Annual Leave.
• 14 days Medical Leave.
• Medical and hospitalization insurance coverage.

Please note that all walk-in interviews have been suspended until further notice in light of Covid-19. For any/all HR enquiries, please send an email to [email protected]