Act as an escalation point and initial contact for customer support requests pertaining to the firm’s applications and hardware Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems. Diagnoses and repairs mechanical, hardware, software and system failures using established procedures. Develop a thorough understanding of firm’s applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions Queue monitoring to identify possible issue trends based on submitted tickets Effectively diagnose and research escalated tickets to determine appropriate action Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers. Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports. Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services. Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems. Experience providing Imaging of Laptops and Desktop PC’s Experience performing installations, moves, software and hardware adds and changes to end users’ IT equipment. Act as “Smart Hands” for engineering teams as needed. Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies. Assist with mobile phones and 4G/5G cards set-up, review, maintenance and troubleshooting. Deliver coaching to peers when necessary. Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments. Ability to support video, audio and web conferencing through PC and VC units.

Kuala Lumpur