Job Description

• Ability to grasp knowledge in a fast-paced environment Knowledge of RM systems.
• Knowledge of mediation and conflict resolution techniques is preferable.
• Industry-specific certification in relevant computer languages or software may be required 3 to 5 years of proven experience in a customer focus position involving and technical knowledge of a companies\' products and services.
• Comfortable working in and assisting others through company help desk software.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Ability to prioritize and manage several milestones and projects efficiently
• Professional written and interpersonal skills are essential when communicating with customers and clients
• ITIL Certificate is an added advantage / ITIL experience will be considered

• experience in RHEL 6,7 administration ,implementation & Troubleshooting experience in RHEL OS upgrade (eg: RHEL 5/6 to RHEL 7 )
• Experience in OS installation, configuration and fine tuning Experience Linux security ,OS hardening, Auditing Experience H/W troubleshooting & Vendor coordination
• Experience in Log monitoring/maintenance
• Engage in the maintenance and support activities, which include perform troubleshooting, incident response, and patching in a timely manner
• Coordinate with vendors and support team on problem resolution, implementation issues and upgrades
• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Improving the customer experience & encouraging customer to raise tickets via portal / ticketing tool.
• Ensuring SLA is met on a daily basis Able to assist client in solving technical challenges
• Able to communicate challenges faced by clients to internal escalation and technical teams.
• Able to provide L1 & L2 technical support to clients when via email, phone and ticketing tool.
• To obtain all necessary details for L2 Escalation.
• Follow up with customers to ensure their technical issues are resolved.
• Scheduling preventive maintenance exercise with clients and internal tech team (Quarterly, half yearly and yearly)
• Liaison with clients, Sales, Tech and Ops team whilst Overseeing the customer service process.
• Possessing excellent product knowledge to enhance customer support. (training will be Provided)
• Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Act as the initial point of contact for all computer and system related concerns from clients.
• Organize and file documentation pertaining to warranties

• 5 working days
• Company Trip
• Career Progression
• Training & Development
• Performance Bonus

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Annual Bonus
• Medical Insurance
• Training Provided
• Allowance Provided
• Performance Bonus

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