IT Technical Call Center

6 months ago

Petaling Jaya, Malaysia ADB SAFEGATE Full time

ADB SAFEGATE is a company that provides integrated solutions to airports, airlines, and ANSPs.

We are proud to be leading the way with innovative and smart Airside 4.0 solutions that turn airports into smart airports, with the ultimate goal of enhancing the passenger experience. Solutions include airfield lighting, power and control systems, airport and tower software, docking automation, apron management, and aftermarket services.

With over 1,400 employees and over 2,500 airports in over 175 countries, from the busiest and largest to the fastest-growing airports, ADB SAFEGATE is dedicated to making air travel safe, efficient, and environmentally friendly.

We are ADB SAFEGATE. Our purpose is to lead the world in smart solutions to handle more aircraft and passengers safely, sustainably and efficiently at airports around the globe.

POSITION
**Job Title**: IT Technical Call Center
**Location**: Malaysia - Selangor
**Contract type**: Permanent
**Business Line**: Providing the most extensive product and service portfolios, where the airfield, apron, tower and terminal are the foundation for fully integrated solutions to support airport development and optimize operational procedures.

The opportunity

ADB SAFEGATE is looking for a dedicated and customer-focused Service Engineer to join our team in Kuala Lumpur, Malaysia. You will be responsible for providing high-quality technical support services to our regional customers, ensuring their satisfaction and driving the success of post-sales service delivery.
Responsible for providing high-quality technical support services to our customers
Responsible for the end-to-end post-sales delivery and managing SLA for the company’s hardware and software products
Supporting regional project delivery activities

You will make an impact by

Provide technical support services for hardware and software systems to customers, aligning withthe company’s ITIL processes and SLAs (Service Level Agreements) for service response time and quality.

Accountable for Incident Management when on shift, managing all incidents effectively during the shift, ensuring resolution within agreed service levels (SLA) and keeping relevant stakeholders informed.

Provide 1st level of support for our Products to ADB SAFEGATE’s customers in the APAC region, gathering any diagnostic information required to effectively diagnose an issue.

Answer telephone calls coming into the Service Desk team, in a consistent and professional manner and responding within SLA targets.

Log all Incidents and Service Requests on the Service Management system (including telephone calls and E-mails), providing the Customer with a call reference number.

Perform the critical task of understanding, correctly categorizing and assigning the impact of incidents.

To help troubleshoot the root cause of one or more incidents, you will initiate the Problem Management process, by raising and approving problem tickets.

Assist with the implementation of changes on Customer systems through the Change Management process when on shift.

Comply with the requirements of ISO9001, ISO/IEC20000-1, ISO/IEC27001, and other applicable
industry standards.

Carry out planned maintenance tasks on remote systems.

Proactively identify and troubleshoot technical issues, escalating complex problems to senior technical specialists (Level 2 or Level 3) as needed and as defined in the escalation route.

Daily basis system health checks to ensure that the availability of the system meets customer and contractual requirements.

Work in accordance with ADB SAFEGATE’s ‘Change, Configuration and Release Framework’, ensuring that all new software and spares follows the correct processes prior to release. - Maintain regular communications to keep customers informed about incidence and service updates.

Provide technical support to the project teams as required, including on-site implementation, testing and commissioning, etc.

The talent we want to inspire has
Business Skill
Develop structured documentation for tracking all issues
Fluency in English, both written and spoken
Excellent logical troubleshooting and problem solving skills
Adaptable to a dynamic and multicultural work environment
Result and quality orientated
Positive outlook and a focus on high quality service delivery
Collaborates effectively as a team member to achieve succes

Experience

Minimum 1 year of experience in IT and hardware technical support, ideally within an ITIL principal and process

Experience of operating within a shift pattern, preferably 24x7

Ability to troubleshoot and resolve complex technical issues across hardware and software platforms

Proficient in IT management and customer support experience

Education

Applicants with an Electrical & Electronics degree and relevant experience are also welcome to apply.

IT-skills
Some understanding of how databases function
Some understanding of Structured Query Language (SQL) principles
Some understanding of LINUX

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