Kloudynet is a leading cybersecurity company with a strong partnership with Microsoft. As a Microsoft Solutions Partner in Modern Work and Security, we hold advanced specializations across key areas such as Threat Protection, Identity and Access Management (IAM), and Data Security. We are also a Microsoft FastTrack Partner and a proud member of the Microsoft Intelligent Security Association (MISA). Kloudynet provides consulting, implementation, and managed security services, along with Security Operations Center (SOC) support, to medium and large enterprise customers across the ASEAN region.
Job Requirements:
- Contribute to projects with a wide-ranging impact on the organization, offering IT support and expertise to ensure project success.
- Collaborate closely with the Service Delivery Manager and ServiceDesk Lead to analyze incident trends, identify root causes of negative trends, and implement effective resolutions, fostering a proactive approach to incident management
Key Responsibilities:
- Provide remote for workstation hardware, applications, email, printers, smart devices, corporate mobile phones, and network-related services.
- Invoke problem escalation process to next level of support.
- Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums.
- Communicate with Incident Management, Change Management, Problem Management, and respective support teams.
- Create, support, and deliver accurate ad-hoc/standard dashboards/ reports to communicate performance metrics in relation to SLA in a timely manner. Provide analysis and interpretation as required.
- Undertake any other ad-hoc IT tasks as assigned.
- resolution of meeting room device issue.
- Create, support and troubleshoot Azure Virtual Desktop access and issues in BAU support.
Requirements:
- Degree or Diploma from Information Technology or equivalent discipline.
- At least 2 - 3 years previous experience in a similar IT Service Desk role.
- Experience with SaaS ITSM Suite of tools such as ServiceNow.
- Strong technical knowledge of hardware, software applications, printers, iOS, smart phones, tablet and network-related services.
- Proficient in troubleshooting and problem-solving techniques.
- Excellent communication skills with the ability to effectively interact with end-users and support teams.
- Knowledge of ITIL best practices and incident management processes.
- Strong analytical and reporting skills.
- Self-motivated, proactive, and able to work both independently and collaboratively in a team environment.
- Good documentation skills and attention to detail.
- excellent verbal and written communication skills in English and the Mandarin (Cantonese is good advantage)
Knowledge & Technical skills
- Services Now
- Active Directory
- AVD / WVD support
- Microsoft SharePoint
- MS Intune
- Proficiency in spoken and written English
- iOS and Android OS
- Mac OS and JAMF Pro will be an advantage.
- Voice (IP phone), smart device/ corporate mobile phone.
