Desktop Support Specialist

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Fragomen Full time
Job Description

RESPONSIBILITIES

  • 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.
  • 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.
  • 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 setup, 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.
QUALIFICATIONS & EXPERIENCE

  • University degree in the field of computer science or related field
  • Professional certifications in technological or customer service fields are a plus.
  • Experience using Windows OS, Mac, Office 365, Acrobat X, Edge, Chrome and other browsers.
  • Experience using VPN clients.

ABOUT US
Fragomen is the leading firm dedicated exclusively to immigration services worldwide.

Our more than 60 offices and over 6,000 employees are strategically located in key commercial centers throughout the Americas, Europe, Asia Pacific, the Middle East and Africa.

Fragomen has been providing immigration law services for over 65 years.


At Fragomen, we offer excellent training, defined career pathways and the opportunity to work with knowledgeable professionals who are the best in the business.

We embrace workplace flexibility to enable you to find your path and do your best work.

Finding the right person is very important to us. We hope that finding the right place is as important to you.

Salary will be commensurate with experience.

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