Technical Support

3 days ago

Kuala Lumpur, Malaysia FirstWorks Group Sdn. Bhd. Full time

**Job Description**:

- To understand overall technical support ticketing process and procedure.
- Complete technical tasks and assignment according to ticketing system.
- Track ticket status and make sure no missing SLA (service level agreement) complaints.
- To prepare daily and detailed technical support reports to customers.
- Updating daily and weekly status reports when required by the supervisor or manager in a timely manner.
- Capable of performing technical fault findings.
- Able to contribute to root cause analysis, rectification process and solutions.
- To standby for ad hoc technical support on a rotation basis.
- Able to do site visits and gather information to assist Engineering team to prepare solution and proposal.
- Perform schedule preventive maintenance service.
- Complete schedule preventive maintenance checklist and report in a timely manner.
- Complete any other tasks as assigned by the superior.

**Requirement**:

- Providing frontline assistance to end-users by troubleshooting and resolving technical issues.
- Responding to support tickets or calls in a timely and efficient manner.
- Documenting and tracking issues to ensure a systematic approach to problem-solving.
- Understanding of networking concepts and protocols.
- Knowledge of hardware components and troubleshooting techniques.
- Prioritizing and managing multiple tasks efficiently to meet service level agreements (SLAs).

**Job Type**: Permanent

**Salary**: RM2,000.00 - RM4,500.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

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