Job Description
Responsible for providing customer cloud infrastructure management support such as configure, troubleshoot software, network, applications, software and any piece of computer related peripheral or software that customer would be using.
Role Responsibilities
- To perform server-side application management including upgrades, updates and patches.
- To collaborate with the support and development team when issues or enhancement requests are escalated on behalf of our customers.
- To work directly with MIT team, Consultant team to understand project concept, objectives and approach.
- To coordinate interactions and communication among ITS team and Sales team in launching data collection/software solution to current and potential customers for the purpose of meter collection, document analysis and generates total cost of ownership reports for existing fleet.
- To work closely with Lead MIT Product Owner to identify and craft a solution that meets the business needs of the stakeholders as agreed upon and documented in SOW or pre analysis document.
- Log and response to all 1st level support call, as single point of contact to resolve the ticket.
- Provide level 2 & level 3 support to existing customer for all ITS solution via remotely or onsite.
- Responsible on testing, troubleshoot network operating system, software and hardware.
- Work within a ticketing system and create documentation for new processes.
- Providing recommendations about support and information access
- Maintaining an updated inventory of software, software license/versioning, hardware contact and resources
- Responsible to communicate and records all incident raise during issue resolution
- Escalate to service team for printing issue that required technician onsite support
- Escalate to vendor if solution that required vendor onsite/remote support
- Performing after hour on-call work when necessary
- Support remote users problem from Branches where necessary
- Prepare log tickets on any users request attended and close the ticket upon issue resolved
- Prepare a resolution after each log tickets have been done
- Generate monthly incident report
- Documenting case studies and relevant IT processes and procedures, and adding to the knowledge base of the organization.
- Performing any other IT related duties assigned
Job Requirement
- Candidate should possess a Professional Certificates, Bachelor Degree, Diploma / Advanced Diploma or equivalent in Computer Science / Information Technology
- Preferably Executive specializing in Information Technology or equivalent.
- Good communication skills in English languages for both spoken and written
- Strong written, oral and interpersonal skills with a demonstrated ability to communicate with outside vendors and internal staff.
- 1 Contract positions available.
