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.

Requirements for the Role:  

● 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.

 

List of skills we'd love you to have:

● 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.

●Working Location: Kuala Lumpur.