Ansible Developer Information Technology Engineer

1 month ago


Bangsar South Kuala Lumpur Kuala Lumpur Malaysia Wiki Labs Sdn Bhd Full time

Experience in rhel 6,7 administration ,implementation & troubleshooting experience in rhel os upgrade (eg: rhel 5/6 to rhel 7 )Experience in OS installation, configuration and fine tuning Experience Linux security ,OS hardening, Auditing Experience H/W troubleshooting & Vendor coordinationExperience in Log monitoring/maintenanceEngage in the maintenance and support activities, which include perform troubleshooting, incident response, and patching in a timely mannerCoordinate with vendors and support team on problem resolution, implementation issues and upgradesRespond to customer queries in a timely and accurate way, via phone, email or chat.Improving the customer experience & encouraging customer to raise tickets via portal / ticketing tool.Ensuring SLA is met on a daily basis Able to assist client in solving technical challengesAble to communicate challenges faced by clients to internal escalation and technical teams.Able to provide L1 & L2 technical support to clients when via email, phone and ticketing tool.To obtain all necessary details for L2 Escalation.Follow up with customers to ensure their technical issues are resolved.Scheduling preventive maintenance exercise with clients and internal tech team (Quarterly, half yearly and yearly)Liaison with clients, Sales, Tech and Ops team whilst Overseeing the customer service process.Possessing excellent product knowledge to enhance customer support. (training will be Provided)Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.Assist management in creating training materials pertaining to computer troubleshooting and usageAct as the initial point of contact for all computer and system related concerns from clients.Organize and file documentation pertaining to warranties

Excellent interpersonal and written and oral communication skills.Ability to grasp knowledge in a fast-paced environment Knowledge of RM systems.Knowledge of mediation and conflict resolution techniques is preferable.Industry-specific certification in relevant computer languages or software may be required 3 to 5 years of proven experience in a customer focus position involving and technical knowledge of a companies' products and services.Comfortable working in and assisting others through company help desk software.Time-management skills and the ability to establish reasonable and attainable deadlines for resolutionAbility to prioritize and manage several milestones and projects efficientlyProfessional written and interpersonal skills are essential when communicating with customers and clientsITIL Certificate is an added advantage / ITIL experience will be considered

5 working daysCompany TripCareer ProgressionTraining & DevelopmentPerformance Bonus 



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