System Engineer

5 days ago


Petaling Jaya, Selangor, Malaysia Infosys (Malaysia) Sdn. Bhd. Full time

Direct message the job poster from Infosys (Malaysia) Sdn. Bhd.

Talent Acquisition Lead at Infosys (Malaysia) Sdn. Bhd.

Responsibilities:

  • Technical Support: Answer IPVPN and Managed Services (MS) support calls within the targeted Service Level. Provide First Call Resolution (FCR) technical support to enterprise customers via phone and email.
  • Fault Logging: Log reported faults into the ticketing system and manage the incident ticket queue within the defined target.
  • Helpdesk Support: Provide helpdesk support for general services and manage customer's special requirements and processes.
  • Troubleshooting: Provide Level 1.5 in-depth troubleshooting for IPVPN and MS Services, with a focus on understanding and applying the OSI layers.
  • Monitoring: Manage proactive monitoring service within the targeted Service Level.
  • Customer Communication: Provide timely updates to customers on the status of outstanding issues within the targeted Service Level. Manage customer's fault inquiries and provide quality assistance.
  • Team Support: Support team Key Performance Indicators (KPIs) to meet Time to Restore.
  • Coordination: Manage coordination within inter-cross operational supports to ensure speedy fault resolution. Provide escalation to the relevant party on prolonged outages.
  • Email Management: Manage email within the targeted Service Level.
  • Process Improvement: Review and improve operational processes to enable operations staff to operate effectively.

Qualification and Requirements:

  • Education: Diploma / Degree in Computer Science, Engineering, Information Technology, Telecommunications, or a related field.
  • Experience: Fresh graduates or individuals with working experience in the Telecommunications industry in the Operational and/or Service Delivery field. Experience in a customer service environment and corporate telecommunications and networking are added advantages.
  • Certifications: ITIL or CCNA certifications are desirable.
  • Skills: Excellent customer handling, interpersonal, communication, decision-making, problem-solving, planning, and organization skills. Good report writing and presentation skills.
  • Knowledge: Strong knowledge of telecommunications systems, networks, Network Protocol, Networking / WAN technologies, and IT support environments. Familiarity with telecommunications regulations and standards.
  • Language: Proficient communication and written skills in English is mandatory.
  • Characteristics: Highly motivated, able to work independently under pressure, and customer focused.
  • Business Awareness: Possess commercial and business awareness.
  • Service Management: Service management experience is preferred.
  • Adherence to Processes: Ensures adherence to existing and new processes and process changes for completeness.

Work Schedule:

  • Rotational Shift covering 24/7 operations. 5 days on, 2 days off.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Customer Service and Information Technology
Industries
  • Telecommunications and IT Services and IT Consulting
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