Information Technology Support Specialist
3 days ago
Hytech Federal Territory of Kuala Lumpur, Malaysia
Talent Acquisition Business Partner - Hytech l Hiring for IT Tech and Non-Tech TalentsAbout the Role:
As a Level 3 IT Support Specialist, you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our internal clients. Your role will have two main components: directly handling and resolving support tickets and as a back-up for Tier 1, Tier 2, and Tier 3 IT support Engineers.
Job Responsibilities:
- Troubleshoot and build a response plan for complex inbound internal clients support issues relating to our internal system or platform.
- Work in coordination with the Global Technical Support teammates to ensure our internal clients are able to quickly and successfully overcome any technical issues they may face when using our internal system or platform.
- Regularly contribute to our knowledge database, helping to "pay it forward" allowing teammates and internal clients to learn quickly from your insight.
- Provide remote and on-site support for escalated issues on a daily basis.
- Interact with Tier 1 and Tier 2 Technical Support Engineers by providing training, support and guidance on difficult issues.
- Responding and assisting with P1 escalations; handling time-sensitive and pressure intensive customer issues.
- Assist in evaluating new services, processes and technologies introduced at the IT Support Team.
Job Requirements:
- At least Diploma in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
- Minimum 5 years of working experience in cyber security, computer operations and data network support or maintenance.
- Experience directly managing a team in a managerial or Team Lead capacity.
- Preferred certifications include Microsoft Certified: Azure Administrator Associate/Security Administrator Associate, Certified Information Systems Security Professional (CISSP), CompTIA Security+/CySA+, Certified Cloud Security Professional (CCSP), Certified Ethical Hacker (CEH).
- Provide out of hours coverage as part of an on-call rotation schedule for SLA support as needed.
Nice to Have:
- Windows servers and clients, Hyper-V, Office365, Active Directory & GPO.
- Cloud IaaS/SaaS platforms such as Microsoft Azure and AWS.
- Networking technologies such as DNS, DHCP, FTPS, VLAN, WAN.
Mid-Senior level
Employment typeFull-time
Job functionInformation Technology
IndustriesIT Services and IT Consulting
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