Job Description

Shangri-La Customer Engagement & Process Transformation Kuala LumpurShangri-La\'s Customer Engagement and Process Transformation Center or (CEPT-KL), plays an integral part in supporting the operations of Shangri-La hotels worldwide.Powered by people from various backgrounds, the Shangri-la CEPT-KL family is united by the passion for delighting, learning, and sharing knowledge. Growing exponentially, the award-winning Shangri-la CEPT-KL is constantly on the lookout for highly motivated and talented individuals.We\'re looking for someone extraordinary. Someone with a meticulous and innovative mind, skilful, and thirsty for knowledge. Is it you, we\'re looking for?You are responsible for, but not limited to:

• Infra support - Maintain and support the core infrastructure which includes physical host and virtual servers, network devices (Firewall, switches, Wireless access points), data storage and backup devices, user account management, internet access emailing systems, and printing systems and office systems (CCTV, UPS, Air conditioning, Server temperature).
• End user system support - Support all end-user desktop, laptop and mobile devices hardware upgrades, software issues and upgrade
• Contact centre application - Liaise with the contact centre application vendor for system upgrade. Identify, resolve, and communicate the problem with stakeholders.
• Liaising with vendors for end-user hardware and software deployment and upgrades. Identifying, resolving and escalating and ensuring the service commitments are met.
• Security - user\'s system computers comply with IT security policy and standards.
• Inventory - Maintain up-to-date records of IT inventory which includes all client software licenses, and hardware such as desktops, laptops etc.
• Support - Able to work outside of normal working hours or weekends occasionally to support operations running 24 x 7. Replacement leave will be given.

• Bachelor/ Diploma in Computer Science/Information Technology or equivalent.
• 3 years related IT working experience, preferably in a call centre environment
• Knowledge in Genesys, PABX, Microsoft Applications such as O365, Win10, Vmware, Vsphere, Cisco, and Fortigate, Ruckus platforms will be an added advantage
• Independent, good people skills and results-oriented
• Ability to communicate in English (oral and written)
• Flexible to changes and has a sense of urgency
• Can work under pressure and deliver on set goals
• Positive work attitude and able to work in a team environment
• People leadership experiences desired/preferred.

• Free stay at any of our Hotels globally (one of a kind in the industry)
• 5-day work week.
• Earn an attractive monthly salary.
• Discretionary performance-based bonus.
• Paid Training and career development opportunities.
• Socso, EPF, EIS and medical insurance coverage.
• Annual Preventive Health Screening.

Shangri-La Hotels & Resorts