Helpdesk Engineer
Advance Jupiter Sdn Bhd
- Kuala Lumpur
- Permanent
- Full-time
- Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma, Bachelor's Degree/Post Graduate Diploma/Professional Degree in Information Technology, Computer Science or equivalent
- Possess at least 2 years related experience in helpdesk/desktop/server admin support, IT Technical Support or relevant
- Excellent customer service skills
- Possess good communication skills - English (written & spoken)
- Is client-centric and passionate in achieving clients' satisfaction per call and achieving/exceeding SLA
- Ability to manage demanding clients professionally
- Has excellent scheduling and multi-tasking skills
- Is reliable and independent; able to work well under pressure and make decisions
- Is detailed and process oriented
- Advanced ability to gather, monitor and document data
- Must be willing to work on rotational shift on a 24x7 basis
- Willing to travel outstation on call basis is an advantage
- Certified ITIL or have knowledge of IT is an advantage
- Work with a team running 24x7 operations
- Log all phone calls in the Helpdesk System
- Handle 1st and 2nd level support on desktops, servers and network related issues via phone and remote
- Manage and troubleshoot problems/incidents promptly following established procedures
- Escalate service issue and generate support tickets and schedule onsite support
- Escalate unresolved tickets to the next level support team
- Ensure all issues are followed up and rectified accordingly to SLA
- Weekly reporting to Manager on Helpdesk issues and resolution according to SLA
- Attractive salary package
- Annual leave & birthday leave
- Medical & dental benefits
- Friendly working environment
- Career Development Plan
Maukerja