Job Description

Shangri-La Customer Engagement & Process Transformation Kuala Lumpur

Shangri-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 to delight, to learn, and to share 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, skillful, and with a thirst for knowledge. Is it you, we\'re looking for?

You are responsible for (but not limited to):

• Support and maintain the core infrastructure which includes network, backup, user account management, internet access, office systems, emailing systems, and printing systems.
• Telecommunication support services: to work with users to identify any requirement in terms of phone system and effort to determine possible solutions to satisfy business needs
• Liaise with contact center vendor for system upgrade. Identify, resolve, and communicate the problem with stakeholders.
• Perform routine backups and archival of files stored on the network to assist with disaster recovery.
• Support IT infrastructure such as handling servers, and network/security systems.
• Monitor system and network security status and ensure compliance with IT security policy and standards
• Maintain up-to-date records of IT inventory which includes servers, network equipment, printers, phones and etc.
• Maintain records of all software licenses
• Maintain full documentation of all systems and networks.

• Minimum of College level Diploma in Computer Science/Information Technology or equivalent.
• Ability to communicate in English (oral and written)
• 2 years related working experience, preferably in a call center environment.
• Knowledge in Contact center systems, PABX, Microsoft Applications such as O365, Win10, Vmware, Vsphere, Cisco, and Fortigate, Ruckus platforms will be added advantage
• Independent, good people skills and results-oriented.

• Professional presentation of self
• Degree in Computer Science/Information Technology

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

Shangri-La Hotels & Resorts