Virtual Technical Help Desk Specialist

2 weeks ago

Kuala Lumpur, Malaysia Webhelp Full time

**Descriptions**
A Technical Service Desk Specialist (SOS) are responsible for providing Client's product configuration generation for selling Client's products to existing and potential customers, as well as other pre-sales technical support for selling the Client's products required by the internal customers such as system engineers and other technical teams. You will utilize your excellent technical and relationship building skills in working with vendors, partners and sales to ensure that optimum systems solutions are provided to the technical teams.

**Responsibilities**:

- Performing responsible for internal technical needs to provide system configuration.
- Respond to internal customer needs and requirements as per SD process and **SLA**:

- Provide recommendation on system sizing, under supervision of senior system engineers
- Become expert and super user of QuoteEdge Quotation Tool
- Be familiar with Client's product structure and sizing methodology
- Work with Sales and SEs to respond to RFP's by providing configuration and quotations
- Provide technical and product EOA (End of Availability), EOS (End of Service), GA (General Availability) information to the sales team
- Provide technical support to internal customer, such as answering customer questions, preparing technical information and diagram upon user request
- Translating white boarding photo to Microsoft Visio diagram
- Responsible for internal technical needs such as demo set up, lab set up and assisting other System Engineers or Sales Rep needs.

**Job Requirements**
- At least 5 years working in IT industry.
- At least 5 years of related experience is required
- Experience inSAN ( Storage Area Network) or NAS ( Network Attached Storage)
- A University Bachelor or Master of Sciences Degree in Electrical Engineering, Computer Science or equivalent is required
- Good interpersonal communication and customer serviceskills are needed in order to work successfully with prospects, customers,andcross functional teams to meet performance related goals
- Understanding of infrastructure components (server, network, storage)
- Understanding of basic storage concepts: (RAID, High Availability, Storage Protocols)
- Knowledge and document management experience will be an added advantage
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
- Able to work independently with mínimal direct supervision
- Ability to follow standard contact center principles and practices
- Creative and logical approach to problem solving
- Meticulous with creating deliverables
- Proficient with Microsoft Office, including but not limited to Word, Excel, Outlook and Visio
- Excellent communication skills both verbal and written in local language and English

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