IT Support Technician

2 weeks ago


Kuala Lumpur, Malaysia Ria Financial Services Full time

IT Support Technician
- Work as an APAC IT Support Team member to collaboratively resolve technical issues.
- Serve as the first point of contact with first level of troubleshooting for users seeking technical assistance for Global region.
- Determine the best solution based on the issue and details provided by users.
- Keep well documented and updated case notes on all tickets on a daily basis.
- Provide day to day updated communication to users on outstanding ticket status.
- Ask and gather intelligent questions about the user's business and accurately record in ticketing system.
- Identify, analyze, troubleshoot, and resolve users service requests.
- Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact user satisfaction.
- Maintain inventory of user-owned equipment in the office for repair and ensure it is completed in a timely manner.
- Manage multiple cases at one time.
- Setup and configure new computers based on documented procedures.
- Rebuild, repair, and/or upgrade computers based on documented procedures.
- Create and maintain user-related documentation.
- Identify and suggest possible improvements to procedures and resolution.
- Assist on Technical Procurement process.
- Rotational shift and able to work on Public Holidays & weekends.

**Responsibilities**
- Tech savvy with working knowledge of office automation products, Network, Server System, and IT Processes
- Basic Knowledge on Active Directory/Domain/Windows/Office 365/MS Azure/MS Intune/MAC OS (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)/Security Application - Antivirus/Proxy/Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN
- Knowledge/experience on Server Virtualization -VMWare/DHCP/DNS/IT Monitoring Tools/IT Service Escalation process/SLA -Priority/Severity/Change management
- IT Assets & Inventory
- Virtual Desktop Interface

**Qualifications**
- With 2-3 years overall IT Support / help desk experience.
- Proven experience as a help desk technician or other User support role
- Good understanding of IT technical and system
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English
- Excellent communication skills
- User-oriented and cool-tempered

Job ID 300000166031257


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