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IT Support Technician

Ria Financial Services Kuala Lumpur, Malaysia
Posted 2 months ago Permanent Competitive
IT Support Technician
Job Description

  • Work as an APAC IT Support Team member to collaboratively resolve technical issues.
  • Serve as the first point of contact with first level of troubleshooting for users seeking technical assistance for Global region.
  • Determine the best solution based on the issue and details provided by users.
  • Respond to and log all inquiries received from users via telephone, email, or ticketing tools.
  • Keep well documented and updated case notes on all tickets on a daily basis.
  • Provide day to day updated communication to users on outstanding ticket status.
  • Ask and gather intelligent questions about the user's business and accurately record in ticketing system.
  • Identify, analyze, troubleshoot, and resolve users service requests.
  • Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact user satisfaction.
  • Maintain inventory of user-owned equipment in the office for repair and ensure it is completed in a timely manner.
  • Provide first level support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing users requests for password and user account administration based on documented procedures.
  • Manage multiple cases at one time.
  • Setup and configure new computers based on documented procedures.
  • Rebuild, repair, and/or upgrade computers based on documented procedures.
  • Create and maintain user-related documentation.
  • Identify and suggest possible improvements to procedures and resolution.
  • Assist on Technical Procurement process.
  • Rotational shift and able to work on Public Holidays & weekends.

Responsibilities

  • Tech savvy with working knowledge of office automation products, Network, Server System, and IT Processes
  • Basic Knowledge on Active Directory/Domain/Windows/Office 365/MS Azure/MS Intune/MAC OS (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)/Security Application - Antivirus/Proxy/Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN
  • Knowledge/experience on Server Virtualization -VMWare/DHCP/DNS/IT Monitoring Tools/IT Service Escalation process/SLA -Priority/Severity/Change management
  • IT Assets & Inventory
  • Virtual Desktop Interface

Qualifications

  • Candidate must possess at least a Bachelor's / College Degree in Computer Science and equivalent.
  • With 2-3 years overall IT Support / help desk experience.
  • Proven experience as a help desk technician or other User support role
  • Good understanding of IT technical and system
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in English
  • Excellent communication skills
  • User-oriented and cool-tempered
Job ID  300000166031257
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