Location: Malaysia
Department: Service Delivery / Technical / Developer
Responsibilities
- Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
- Develop and maintain continuous integration and deployment pipelines for product/solutions changes.
- Log cases, provide information, and troubleshoot to solve customer problems according to company’s KPI (Key Performance Indicators) for the business.
- Manage customer expectations based on customer entitlement.
- Keep customers informed, set, and follow commitments, keep precise case documentation, and case ownership, and add case resolution to knowledge management service.
- Engage team members for support as required to ensure internal or external business and end users/ clients Service Level Agreements (SLA) demands are met.
- Elevate and/or escalate to next level in a timely manner when the case is complex.
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
- Active and self-paced improvement of technical and business process knowledge.
- Independently and actively improve the quality metrics towards the achievement of targets.
- To perform 24 x 7 hours and after office hours for standby duties that may apply to support client’s local & overseas operations.
- Assist in any other ad-hoc task assigned by your superior or management.
Requirements
- Degree/Diploma in Information Technologies, Computer Science, or related fields.
- Minimum of 1-2 years of relevant working experiences in Server/System Engineer, Network Engineer, or Security Engineer.
- Working knowledge in experience with MS Windows Operating Systems.
- Network infrastructure and security knowledge and smart hands support for Cisco network, F5, Fortinet firewall, Internet Gateway, DNS, DHCP etc.
- Knowledge and experience in server and backup i.e., Linux OS, Windows Server OS, HPE hardware knowledge, data backup knowledge.
- Knowledge and experience in virtualization i.e., Red Hat Virtualization platform, Linux OS, HPE hardware knowledge.
- Positive working attitude and willing to learn and take up new tasks as and when assigned.
- Superior customer service skills.
- Team player, ability to collaborate effectively and maintain good relationships with team members and various stakeholders.
- Strong analytical and problem-solving skills.