Job Brief
Responsible for providing end users support such as troubleshooting PC/Notebook, configure software, troubleshoot applications software, asset management including deployment and refreshment, installing and configuring phone/tablets, printers, local area networks, wide area networks, any piece of computer related peripheral or software that end user would be using. IT engineer has to perform their daily tasks by providing a high level of customer service to the end user.
Job Responsibilities
- Assisting SDM with daily ITO service delivery coordination.
- Assisting ITO capability team as a contingency resource for ITO Resident Engineer backfills and ad-hoc project delivery.
- Provide level 1 support (assistance through phone call) and level 2 users support (onsite support by attending to end user physically or remotely) on the following:
- Assist IT to coordinate application and software releases (includes resource planning allocation), C-Level initiatives or group initiative tasks, etc.
- Posses IT Technical skills in End User Computing or Endpoint technical skills in Microsoft Operating System, O365, Standard Business applications (Adobe, Jira, Power BI, Power Automate and etc) and PaaS or IaaS fundamental understanding.
- Have various skill and knowledge in ITSM tools such as ServiceNow, Manage Engine and Microsoft Dynamics 365.
- Oversee the status of tickets on a day-to-day basis; including current tickets per agent, current unattended tickets and follow up with respective PIC.
- Ensure outstanding tickets are handled on a timely manner and follow up with respective team members if there are no updates on their tasks/tickets.
- Prepare monthly duty roster/timesheet in maintaining reporting documentation for monthly service review and team performance (Incidents and Request)
- Analyze recurring problems and impact. Perform a basic root-cause-analysis on those issues.
- Upload and update documents in knowledge base.
- Preparing report for daily or weekly or monthly data analysis report for the ticketing - incidents / requests.
- To act as point-of-escalation for the team members for any high priority incidents / requests, ensuring that the team handles such tickets efficiently and effectively.
- Stand-in for team members whenever required, including taking over new and existing cases whether onsite and remotely, following the tasks below:
- To provide technical and process assistance to end-users via phone, email, live chat or web-form.
- Diagnosing and troubleshoot end-users problems with various IT tools.
- To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level.
- Work within a ticketing system and create documentation for new processes
- Training staff to maximize the potential of existing technology
- Escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
- To monitor the escalation procedures and keep end-users informed.
- Responding to the users by answering the telephone calls or by conducting field visits.
- Ability to troubleshoot network (WAN, LAN, Wi-Fi and VPN), hardware (IBM devices) and software problems quickly and accurately via phone, email, remotely and on-site within client site.
- Strong written, oral and interpersonal skills with a demonstrated ability to communicate with outside vendors and internal staff.
- Performing any other IT related duties assigned.
- Performing after hour on-call standby or work when necessary.
- Support remote users problem from Branches where necessary (including BCP sites).
- Prepare log tickets on any users request attended and close the ticket upon issue resolved.
- Prepare a resolution after each log tickets has been done.
- Documenting case studies and relevant IT processes and procedures by adding to the knowledge base of the organization.
Job Requirements
- Candidate should possess a Diploma / Advanced Diploma or equivalent in Computer Science / Information Technology
- Preferably at least 2 years or more of related working experience.
- Preferably specializing in Information Technology End User support or equivalent.
- Good communication skills in English and Malay language for both spoken and written.
