Technical Support Analyst
3 days ago
As a technical support specialist, you are required to provide Level 1 Incident and Service Request support for IT infrastructure, and Microsoft technology on end user devices.
**Responsibilities**:
- Work on service request tickets by receiving and handling requests for service, following agreed procedures. (Including set up new user's accounts, give access to certain software, network folder, etc.)
- Resolve the tickets within the agreed time limits (SLA)
- Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloguing them by symptom and resolution
- Monitor ticket queue for service requests
- Systematically interprets user problems and identify solutions and possible side effects
- Uses experience to address user problems and interrogates database for potential solutions
- Escalates complex or unresolved incidents
- Provide additional support, including administrative tasks, creating FAQs
- Create documentations related to the services being supported
- Maintain records, informs uses about the process, and advises relevant persons of action taken
**Requirements**:
- Diploma or bachelor's degree or equivalent
- Good customer and service focused communication skills in both speaking and writing
- Able to converse and read in English. Able to converse and read in German is an added advantage
- Positive work attitude and able to work independently in a team environment
- Confident and professional with the ability to demonstrate high levels of customer service
- Fresh graduates are encouraged to apply, training will be provided
- Participate in rotational public holiday work hours
- Open to work on shift rotation when needed - rotation on Malaysia and German work hours
**Life at Arvato Systems Malaysia**:
If you're looking to be creative and at the same time putting on the entrepreneurship hat while working on Technology related work, then you fit right into our culture.
**Top 10 Perks & Benefits on Why You Should Join Us**:
- Yearly Company Trip.
- We championed Hybrid work arrangement.
- Besides Annual Leaves & Sick Leaves, we have other unique paid time-offs such as Birthday Leave & Child Care/Parental Leave.
- We got you covered in terms of insurance alongside with your immediate family members (Spouse & Children only).
- Attractive Employee Referral Program.
- Sponsored meals if you work at the office
- Unlimited coffee refills with state-of-the-art barista coffee machine where you can practice on your preferred choice of latte art.
- Believes in learning and people development with plenty of trainings to upskill your personal growth.
- Plenty of initiatives and interest groups to ensure that not only everyone in the team gels and bond closer together, we put an emphasis on CSR work as well.
- Work is important, but your mental health should always take priority. At Arvato Systems Malaysia, we do everything we can to make sure you lead a healthy and happy life by walking the talk on work-life balance.
**Diversity & Inclusion**:
Arvato Systems Malaysia stands for Equal Employment Opportunity (EEO). We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business needs.
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