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Executive, technical support

3 months ago

Subang Jaya, Selangor, Malaysia Different Technologies Pty Ltd. Full time

About YouAs a Level 1 Technical Support Executive at our headquarters, you will play a crucial role in maintaining the seamless operation of our internal IT services.

You will be the first point of contact for employees facing issues with end-user computing devices, corporate applications, networks, and more, ensuring that every interaction leads to a swift and effective resolution of technical issues.

Your Day-to
  • DayAct as the first line of support for all incoming IT related queries, covering a wide range of technologies including EUC devices, systems, networks, printers, employee onboarding/offboarding, corporate applications and custom business applications.
Review incoming tickets to assess completeness, clarity, and complexity. Engage directly with the requester, preferably via phone calls, to gather more details and perform initial troubleshooting. Document troubleshooting steps, findings, and observations in Jira with precision and detail. Consult with Level 2 Support or backend support teams using internal communication channels when necessary.

Determine if the issue should be escalated to the next support level based on the outcome of your troubleshooting efforts.

Your Know-HowFamiliar with IT support services following ITIL guidelines. Strong technical foundation with the ability to troubleshoot issues effectively and document findings concisely. Excellent communication skills, capable of engaging stakeholders at all levels with a customer-centric mindset. Proficiency in using Jira or similar ticketing systems to log and track user issues. A proactive and dynamic team player with a focus on continuous improvement. It would be advantageous if the candidate possesses knowledge in front-end application development, databases, advanced troubleshooting capabilities, and an understanding of cloud systems#J-18808-Ljbffr