Responsibilities of the Role:
- Assist customer and field engineers by diagnosing problems and providing resolution for technical or service-related issues.
- Troubleshooting to identify hardware or software products that are defective.
- Advice & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues.
- Provides input on recurring customer problems and shares that information with ither technical team members when relevant.
- Working with the TAM Team monitors and tracks issues to ensure accurate resolution.
- Monitors own “Open Case” workload and drives to closure.
- Answering support queries via phone, email, messaging, helpdesk applications and face to face.
- Delivery, Maintenance and Support of Services and their components as agreed and published in the Service Level Agreements at both corporate and client level.
- Deployment and maintenance of operating system images, hardware and drivers, upgrades, patching.
- Packaging, deployment, and patching of applications.
- Assistance with maintenance and support of deployment infrastructure.
- Provide support and ownership for on-going company audits and/or certification requirements.
- Monitor team adherence to policies and procedures.
- Network monitoring and maintenance.
Requirements for the Role:
- Degree in IT, Computer Science or Engineering.
- Working Knowledge of Windows Operating Systems and MS Products.
- Proven ability to troubleshoot Client solutions.
- Effective communication skills at all levels – written and verbal – English and Thai language.
- Superior customer service skills
- Proven ability to learn new and complex technology.
- Able to prioritize in a fast paced, dynamic work environment.
- Display excellent communication, problem solving and people skills.
- Display willingness to learn/fast learner.
- Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
- Structured Troubleshooting Techniques
- Good ability to communicate ideas, sound knowledge of MS products.
- Strong Services Industry and “ITIL” acumen.
Salary Package:
- Attractive Salary (RM 3,500 – 4,500)
- Housing Allowance
- Performance related bonus on a quarterly basis for confirmed staff
- 15 days Annual Leave
- 14 days Medical Leave
- Medical and hospitalization insurance coverage