Chief Information Officer

3 days ago


Ipoh, Perak, Malaysia Yee Lee Group Full time
IT Executive (Network Specialist) - Job Description

This position is based at our Tasek Industrial Estate location. As a key member of our team, you will be responsible for providing exceptional technical support to our customers.

  • You will act as the primary point of contact for customers seeking technical assistance via phone or ticketing system.
  • Perform remote troubleshooting using diagnostic tools and effective questioning techniques.
  • Guide customers through issue resolution and provide accurate information on IT products or services.
  • Escalate unresolved issues to higher-level support teams as needed.
  • Document incidents, resolutions, and updates accurately in logs and the ticketing system.
  • Manage and maintain the ticketing system to ensure operational efficiency.
  • Follow up with customers to confirm resolution and provide updates on their cases.
  • Identify and recommend process improvements to enhance support efficiency.
  • Assist in analyzing Key Performance Indicators (KPIs) and ensuring SLAs are consistently met.
Requirements:
  • Proven experience in a help desk or customer support role.
  • Familiarity with ITSM, ITIL, ISO27001, Cloud Computing, and Industry 4.0 concepts is advantageous.
  • Strong understanding of computer systems, mobile devices, and office automation tools.
  • Excellent communication and customer service skills with a cool-tempered approach under pressure.
  • Bachelor's degree in Computer Science, Information Technology, or related fields, with 2–3 years of relevant experience.
  • Fresh graduates are encouraged to apply.


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