Job Description
WE'RE RECRUITING!As one of Cyberjaya's fastest growing MSPs, we're on the lookout for an Infrastructure Support Engineer (L2)!Location: Cyberjaya, MalaysiaSalary: Competitive Base + Shift AllowanceJob Type: Permanent, Full-timeHours: 40h per week on Rotational Shift Pattern covering Mornings, Afternoons, Evenings and WeekendsAn opportunity has arisen to join our growing support team as an Infrastructure Support Engineer (L2)!You will be part of a strong team resolving issues for customers from all over the world, delivering on exceptional customer service for Nasstar's Managed Service customers.The aim is to fix a high percentage of incidents at first contact, but where they cannot be resolved, you will be the primary resolver group for incidents.You will be required to progress all support incidents in line with the customer's SLA ensuring that any updates are entered into the tickets including investigative steps and clear updates that can be relayed to the customer in a clear and concise manner.To achieve this target, you will need to be agile in managing your tickets constantly re-evaluating priorities.You will be part of a team of operations engineers which will be required to work a shift pattern covering EMEA, US and APAC time zones.Responsibilities: Aid Level 1 resources in resolving issues at first contact, being the primary resolver group for escalated issues from Level 1 Work with Level 3 resources and Technical Mentors to improve knowledge and understanding of issues Build credibility, respect, and trust with the customer through demonstrating excellent customer service and a customer-focused attitude Actively manage and maintain list of assigned tickets, ensuring they are regularly updated in line with SLAs and ensuring an investigative work is documented Keep customers and Level 1 team informed and updated with the progression of their issue Ensure vendors are provided with access and knowledge required to service our customers Ensure customer environments are managed and maintained to a high standard, managing and maintaining group policies for customers and resolving proactive alerts Perform variety of maintenance tasks as required, such as diagnosis of problems, patching and capacity management What we are looking for: Previous experience working within a 2nd Line Service Desk role, ideally with a Managed Service Provider (MSP)
Windows Server administration and configuration troubleshooting Office 365 and Azure administration and configuration Server support experience Understanding of VMWare, Hyper-V Active Directory configuration including Group Policy Remote support of users in a Citrix environment Knowledge of network and router/firewall remote troubleshooting
Ability to work under pressure, especially when a critical issue has occurred Ability to prioritise and manage your own workload
Microsoft Associate Certifications CompTIA certifications - desirable
Benefits
What you can expect from us in returnAt Nasstar, we think it's important to look after our employees. In addition to a competitive salary, supportive teams and real chance to progress your career, we offer a range of benefits which include:
Holiday: 20 days holiday, plus bank holidays
Medical Insurance Enrolment: Will take place after probation is passed
Top tech: We don't just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
Shift, Travel & Parking Allowance: RM 950 allowance per month
Overtime: All staff are eligible for overtime (if required)
Training: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful
Office Location & Environment: Working in a modern new office with good facilities in the immediate location Why choose a career with Nasstar Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training and development programmes available, at Nasstar the opportunities for growth are endless. A note for agencies Nasstar have a world-class, in-house Recruitment Team who work hard to successfully find the very best candidates. Therefore, unfortunately, we cannot accept any agency submissions for any of our roles.
