Job Description

COMPANY OVERVIEW
A multinational manufacturing company located in Shah Alam is looking for a skilled and experience candidate in proficiency in Korean language and with managing IT issues and queries. The successful candidate will play a key role in providing 1st and 2nd level support and troubleshoot and resolve IT related problems form software to hardware, such as Microsoft Windows 10 and Microsoft Office 365, laptops, desktops, and printers.

JOB RESPONSIBILITIES

• Serve as the primary point of contact for employees\' IT-related concerns through phone calls and tickets.
• Deliver 1st and 2nd level support, addressing a spectrum of IT issues encompassing both software and hardware, such as Microsoft Windows 10, Microsoft Office 365, laptops, desktops, printers, and mobile devices.
• Investigate and resolve IT problems while adhering to defined SLAs for both phone calls and tickets.
• Record all phone calls in the Service Desk tool.
• Ensure compliance with SLAs for the phone queue.
• Take ownership of issues, collaborating with other IT support teams to address high-priority matters.
• Escalate unresolved tickets to the appropriate next-level support teams.
• Participate in on-call rotations to provide necessary coverage as required.

JOB REQUIREMENTS

• Proficiency in written and spoken Korean, as there is a need to work with employees from South Korea office.
• Minimum Diploma or Degree in any field, coupled with a strong interest in IT/Computer, and a minimum of one year of experience in Service Desk or Technical Support.
• Proficient understanding of computer systems, mobile devices, and various tech products.
• Advanced skills in collecting, monitoring, and documenting data.
• Familiarity with the ITIL framework.
• Exceptional customer service aptitude.
• Sound knowledge of Service Desk operations.
• Required expertise in Microsoft 365, Azure Active Directory, Exchange, Office 365, MS Teams, LAN, VPN & Wireless, Antivirus, and Windows 10.

Apply online or feel free to contact me directly for more information about this opportunity. Due to the high volume of applicants, we regret to inform that only shortlisted candidates will be notified. Thank you for your understanding.

JAC Recruitment