Technical Assistance Professional

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia OneByZero Full time

About the Job

We are seeking a talented Technical Assistance Professional to join our team at OneByZero. In this role, you will be responsible for providing technical assistance to clients and ensuring the smooth operation of business-critical software applications.

Key Responsibilities

  • Process Health Check:

    • Validate and oversee Start-of-Day and End-of-Day processes.
    • Generate and deliver system health check reports.
    • Detect and escalate system issues promptly.
  • System Monitoring:

    • Continuously monitor the Process Dashboard for anomalies.
    • Report discrepancies to L2 support and keep detailed records of issues.
    • Liaise with internal and external stakeholders for issue communication.
    • Gather and convey detailed information on application/network/hardware issues to L2 support.
    • Log incidents in the IT Service Management tool and route tickets accurately.
    • Facilitate issue resolution by providing in-depth issue descriptions to L2 teams.
    • Implement documented workarounds for known issues and contribute to process documentation.
    • Draft and maintain system documentation including user manuals, guides, and FAQs.

Requirements

The ideal candidate will possess a Bachelor's degree in Computer Science, Engineering, or a related field, with a minimum of 6 months of experience in one or more of the following roles: Helpdesk Representative, Maintenance Specialist, or Customer Support Specialist.

Skills and Qualifications

  • Analytical:

    • Proficient in problem detection, data analysis, and drawing logical conclusions.
    • Capable of researching, evaluating, and synthesizing system monitoring data into actionable insights.
  • Communication:

    • Exceptional command of English, both in written and verbal forms.
    • Effective coordination with users and management, both internally and with third-party stakeholders.
    • Responsive and constructive in addressing user inquiries or concerns.
  • Work and Relationship Management:

    • Strong organizational skills with the ability to prioritize tasks and manage time effectively.
    • Ability to work independently with a flexible work schedule.
    • Autonomous in managing multiple tasks with minimal oversight.
    • Dedicated to forging and nurturing strong relationships both within and outside the organization.

Benefits

We offer a competitive salary and benefits package, a vibrant work environment, and numerous opportunities for professional growth.



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