Job Description

Why choose Logicalis?As Architects of Change, Logicalis\' focus is to design, support and execute clients\' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability.We strengthen our purpose: to design, support, and execute our customers\' digital transformation by converging their vision with our technological expertise and knowledge of the industry. The brand refresh underpins both the evolution of Logicalis\xe2\x80\x99 positioning as well as our strategic vision for growth.SummaryResponsible to acknowledge and support current customer. Perform incident and service request handling based on ITIL. Creates, manages and update tickets based on the support requested by customers. Monitors current customer\xe2\x80\x99s equipment health and escalating to senior engineer when required. Able to work 12 hours shift as part of the 24/7 shift rotation (including Weekend and
Public Holiday)ResponsibilitiesHandling incident and service request:Manning of Hotline and email escalations, responding within stipulated SLAValidating contracts via serial numbers against system for CISCO ProductsTo create incident or service request ticketsTo update incident or service request ticketsTo update customer on current status of tickets and ticket closureTo provide 1st level troubleshootingPreparing handover report to Service Delivery Manager and next shiftInstalling and configuring routersDeploy routers based on customers requirementTroubleshooting issue during deploymentUpdate status to Service Delivery Manager or Head of Department on the completed taskMonitoring activitiesTo monitor health of customers equipmentTo record information of current healthTo update senior engineers on issueQualificationsBasic skills and Knowledge in IT Infrastructure products (Network, Security and System) and their installation.Must have exceptional communication skills: Written and Verbal, customer facing, running meetings, collecting information, clarifying and confirming between numerous parties and reporting.Able to clearly explain situations/facts to peers and Logicalis customers. Provides status reports as required.Ability to effectively manage relationships and communicate cross-functionally toensure reporting deliverables are met and projects are driven towards completion

Logicalis