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\' positioning as well as our strategic vision for growth.

Essential Duties and Responsibilities

Daily operational health checks for the IT infrastructure.

Monitor alarms & report to customer via email/mobile (if any major severity seen.)

Patch management and ensure that the environment is bug/vulnerable free by keeping system with up-to-date software.

Creation of change request plan and submit to customer operation manager or supervisor for review and approval.

Maintain, track and update physical and logical diagram changes. \xe2\x80\x8b

Manage & track all cabling/ patching records.

Work and liaise with appointed partners/vendor for necessary site survey and discussions.

Preparing weekly ticket tracking list for outstanding & resolved tickets.

Prepare and provide monthly equipment status (system events, severity alerts, violations, overall status, etc..) report to customer.

Work with appointed vendors and internal stakeholders to ensure internal audit compliance.

Ensure that all correspondence with customers is performed in a prompt and courteous manner.

Work closely with various team of engineers (internal & external) for troubleshooting.

Troubleshoot production issues and network/security/system problems to fix any infra related issues and work with principal vendors and customer to provide the resolution within the proposed timelines.

Perform L3 escalation to appointed partner and/or principal vendor.

Perform health checks for the critical environments and ensure the systems running up to the standard and no potential failures.

Able to follow and meet customer SLA for all the incidents and requests.

Take ownership of incidents and service delivery in customer\'s environment.

Responsible for opening and closing of support tickets in ServiceNow Platform providing timely updates to customer and service delivery manager for support cases that has been allocated to you.

Responsible for updating technical documentations for configuration changes.

Raising Incident Tickets, Change Request (CH) and Service Request.

Update CH to customer ITSM platform after each change.

Update master equipment inventory list once new equipment is deloyed or RMAed.

Experience / Education/ Technical Requirements

Minimum 2-3 years experience in Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.

Server/PC operating system support, specifically Windows XP, 7, Server 2003 and 2008, VPN connectivity, backup solutions, and networking knowledge.

ServiceNow (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).

Proficient use of all Microsoft products and operating systems.

Microsoft, Cisco or CompTIA A+ / CompTIA Network+

Standby required after working hours

Please note this role is hired remotely and based in Johor Bahru.

Other Skills and Abilities

Strong troubleshooting and initiative skills.

Client service focus and excellent interpersonal skills.

Strong, clear communication skills - oral, written, and email.

Excels in ability to multi-task.

Works independently with minimal supervision.

Works well with team members and cross-departmentally.

Logicalis