Job Description

Job Purpose

• We are looking for an exceptionally talented Technical Support Engineer to join the skilled Technical Support team.
• The successful candidate will strive for operation excellence during hands-on support working with end users and stakeholders. The goals are to achieve resolution to incidents and problems within the private infrastructure and connectivity to SLAs, and to be part of a team continually improving the service offered.

Job ResponsibilitiesHelpdesk Support:

• Manage and respond to user inquiries and service requests promptly. Document issues, resolutions, and user interactions in a helpdesk ticketing system.
• Provide helpdesk support for operating system (eg. windows 10, Mac OS), Business application such (eg. MS Office 365, etc.) and mobile device setup, basic printer setup and support.
• Receive and log IT service requests and incidents into ticketing system, case monitoring to ensure close the cases within the SLA\'s.
• Managing multiple cases and activities as assigned by following SOP and provide pre and post activity report as and when required.
• Provide support to end users, provide troubleshooting and technical support via phone, and email.
• Prepare a generated operation report and documentation to ensure appropriate reporting and metrics are delivered to the Manager.

Job Responsibilities (Con\'t)Provide Technical Support:

• Identifying hardware, diagnosing, repairing faults, software solutions and troubleshooting technical issues.
• Deploy, Install and configure set of hardware and software for new on-boarding users.
• Able to work ad hoc or project basis. Such as deployment, handover, standby, Go Live, corrective & preventive maintenance.
• Managing maintenance stock daily updates after usage.
• Provide technical support to other teams with resolution as and when needed or assigned.
• Following Standard Operating Procedure (SOP) for proper escalation based on Service Level Agreement (SLA).

Job Responsibilities (Con\'t)

• Troubleshooting and problem solving for both IT hardware and applications. Escalate issues and involve second-tier support to resolve issues.
• Provide first-level networking support, video conference equipment health check and setup, basic telephone system support and assist IT related tasks.
• Coordinate internal IT related project, vendor management and assist system deployments / upgrades with the appropriate internal teams and suppliers.
• Able to provide remote support to end users, troubleshooting and technical support via phone, and email.

Job Responsibilities (Con\'t)Impact / AccountabilityEducation/Professional Qualification

• Diploma in Computer Science or Information Technology, Engineering Preferred
• 1 year of accumulated knowledge of Networking experience in a technical support/help desk environment / equivalent industry experience.
• Strong written and verbal communication skills including Bahasa Melayu, English, other languages an advantage.
• Ability to handle clients professionally during all interfaces.

Professional Experience

• Basic understanding of Ethernet, TCP/IP routing, Mobile Data Communications and Radius.
• Strong technical and troubleshooting skills.
• Prior to at least basic experience in technical support or similar role.
• Able to work flexible hours including weekends; willing to travel.

CompetenciesRisk ManagementGovernance, Risk and Integrity:Understand, at minimal:

• The Group and BU/OU/Support Department governance structure and process;
• BU/OU/Support Department operating parameters;
• Laws, rules and regulations impacting BU/OU/Support Department area of operations;
• The Group\'s principles and requirements of the Group\'s Code of Business Conduct ("COBC"), Group Policies and Authorities (\xe2\x80\x9cGPA\xe2\x80\x9d) and related policies and procedures.
• The basic application of risk management in the BU/OU/Support Department area of operations;

[the above is collectively known as \xe2\x80\x9crequirements\xe2\x80\x9d]Drive, lead and/or assist in:

• Maintaining compliance to the requirements.
• Guiding others, where required.
• Raise concerns and seek guidance when in doubt.

Sime Darby Property