Client Technical Associate

Drives outcomes for High Priority Incident escalations as required
- Reviews service usage and network performance information to identify trends and changes
- Reviews client incident and problem history, with a view to identifying solutions or mitigating actions for recurring issues
- Provides reports that identify risks, recommendations and opportunities for a client facing audience based on these Reviews
- Provides inputs and recommendations into capacity planning and technical design activities for managed components
- Provides inputs and recommendations into lifecycle management activities for managed hardware and software components; identifies End of Life (EOL) and maintenance concerns
- Provides recommendations to the client to support their technology road map, and to assist them in optimizing existing technology solutions
- Reviews project deliverables as required to maintain operational integrity
- Contributes to Service Improvement Plans to improve client sentiment as needed.
- Validates and contributes to Post Incident Report service improvements
- Drives the delivery of remedial actions and recommendations
- Identifies reporting solutions relevant to their supported clients
- Educates clients on usage and performance reporting tools
- Contributes to the education of Regional Client Delivery Managers, and growth of technical capability within their virtual team
- Contributes to the achievement of customer satisfaction and service excellence targets
- Manages customer escalations in response to technical concerns
- Actively participating in ICS wide initiatives and representing ICS in OE forums.
- Identifies opportunities for cost efficiency and productivity improvement
- Develops strong working relationships with all stakeholders within ICS and Company Enterprise to ensure Company achieves customer outcomes.
- Ensure frequent internal stakeholder engagements to communicate relevant customer information and provide an opportunity for collaboration within virtual teams.
- Identifies new customer business requirements through regular client interaction, leveraging Company innovation and creativity mapping requirements to potential sales or organic growth opportunities

**REQUIREMENTS**:

- 4+ years of ICT Industry experience, with specialization in one or more of the following domains - Managed Networks, Cloud, Collaboration.
- Technical knowledge and experience with one of the above domains:

- Collaboration:

- Session Initiation Protocol (SIP)
- Microsoft Teams UC or Cisco UC mastery
- Cloud
- Public cloud AWS, Azure experience
- Managed Networks:

- Cisco Routers, switches and firewalls
- Juniper routers and firewalls
- WAN, LAN
- Vendor certifications, relevant to one of the above domains. This may include, but is not limited to:

- Collaboration:

- CCNA or CCNP equivalent
- MS-700 Managing Microsoft Teams
- Cloud
- Cloud Provider certificates
- Managed Networks:

- CCNA or CCNP Networks equivalent
- Understanding of ITIL and experience working in an ITIL environment
- Ability to develop & present technical matters to senior level management, and clients alike. Effective presentation and listening skills
- The ability to work and perform in a matrix organisation structure
- Significant and relevant business experience with multiple customers
- Ability to build & sustain strong customer relationships
- A track record in successfully achieving/exceeding operational goals
- Applies appropriate knowledge and methods to resolve complex business issues
- Strong verbal and written communication skills
- Strong Analytical and Problem solving skills

Remark : Working Hours will be Mon-Thurs : 6.30AM-4PM MYT, Fri : 6.30AM-3.30PM MYT to align with Australian Business Hours

**Job Type**: Permanent

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- ICT: 3 years (required)

**Language**:

- Malay (required)
- Bhasha Malay (required)

License/Certification:

- CISCO (required)