IT Support Technician

2 weeks ago

Kuala Lumpur, Malaysia Ria Full time

**Must have Basic Knowledge**:

- Active Directory
- Domain
- Windows 10
- Office 365 (Outlook/Word/Excel/PowerPoint/Access/Project/Visio)
- Security Application - Antivirus/Proxy
- Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN
- Server Virtualization -VMWare
- DHCP
- DNS
- IT Monitoring Tools
- IT Service SLA -Priority/Severity/Change management
- IT Assets
- Responsibilities
Serve as the first point of contact with first level of troubleshooting for users seeking technical assistance

Determine the best solution based on the issue and details provided by users

Keep well documented and updated case notes on all tickets on daily basis.

Provide day to day updated communication to clients on outstanding ticket status.

Ask and gather intelligent questions about the client’s business and accurately record in ticketing system.

Identify, analyze, troubleshoot and resolve client 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 customer satisfaction.

Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors.

Maintain inventory of customer-owned equipment in the office for repair and ensure it completed in a timely manner.

Manage multiple cases at one time.

Setup and configure new computers for clients based on documented procedures.

Rebuild, repair, and/or upgrade client computers based on documented procedures

Create and maintain client-related documentation.

Identify and suggest possible improvements on procedures and resolution
- Qualifications
Proven experience as a help desk technician or other User support role

Tech savvy with working knowledge of office automation products, Network, Server System and IT Processes

Good understanding of IT System

Ability to diagnose and resolve basic technical issues

Proficiency in English

Excellent communication skills

Customer-oriented and cool-tempered

Minimum Certificate, Diploma or Professional course on IT Services

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