Infrastructure Analyst

2 weeks ago

Kuala Lumpur, Malaysia NexRoar Services Sdn Bhd Full time

As an Infrastructure Analyst, you will play a key role in the delivery of high-quality technical
support for Company and the customer, whilst delivering customer satisfaction and a
personalized service.
This position requires troubleshooting, problem-solving and technical skills, using various
diagnostic tools. In addition, you should have good inter-personal skills and a sense of
initiative to provide high levels of resolution, support, escalation and customer satisfaction.

**You will be required to**:
Ø Maximise the use of all in-house systems to be a key member of a highly customer
focused and professional Service Desk function.
Ø Work with your colleagues to effectively monitor customer systems and network
performance, to process alerts and manage Incidents and Service Requests.
Ø Work with a number of different infrastructure systems that may be On-Premise or Cloud
based
Ø Be able to assess, triage and propose effective solutions for cases.
Ø To receive escalations and in turn know when to escalate cases to ensure timely actions
are taken to effectively to achieve the highest level of customer service.
Ø Communicate effectively with customers throughout the ticket lifecycle, ensuring that at
all times the customer is fully aware of the status of their incident or service request.
Ø Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs
and by proactively identifying process improvement opportunities within the department.
Ø Provide Problem Management by using all the information to hand to identify, prevent or
resolve either ongoing or potential issues that would adversely affect a customer.
Ø Work with the Change Management team to create and implement change requests to
ensure minimum impact to the customer when undertaking essential work and
maintenance.
Ø Work with your Line Manager to maintain a level of technological competence that
remains current and fit-for-purpose in your role, agreeing any training needs where
appropriate.
Ø Ensure where possible, or highlight where not, company fulfils its contractual obligations
to its contracted services customers.
Ø Develop, over time, a knowledge of our customers' businesses and organisation, including
key users of technology and their needs.
Ø To highlight needed updates to documentation and identify knowledgebase articles that
may be required.
Ø To endorse and co-operate fully with the Business Improvement process, participating in
or contributing to, designated change projects as required.
Ø Any additional tasks or projects as may be required by the Board or management team, in
support
of the Company's commercial objective.

**Essential Skills**:
Demonstrable experience in troubleshooting relevant, common technologies such as:
Ø Microsoft Windows Server Management
Ø Virtualisation (e.g. VMware, MS Hyper-V)
Ø Microsoft Exchange (e.g. Exchange 2013, 2016)
Ø Cloud Technologies (Office 365, Azure)
Ø Networking (basic troubleshooting of firewalls, routers, switches and VPNs)
Ø Security Tools (e.g. Sophos, Anti-Virus, Bitlocker)
Ø Backup Solutions (e.g. Backup Exec, Veeam)

**Competencies**:
Ø Excellent Customer Service skills
Ø Strong interpersonal skills and relationship building skills.
Ø Ability to manage each Customer as an individual
Ø Demonstrative 'Can do' attitude at all times

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