IT Support Specialist

Fragomen Malaysia office is looking for an experienced Desktop Support Specialist to support PC Hardware, Operating Systems, Device Imaging and a variety of enterprise and custom client applications in our Malaysia offices.  Working in a collegial, team-oriented environment, our IT professionals learn from the industry's leading experts.  Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.

RESPONSIBILITIES

• Act as an escalation point and initial contact for customer support requests pertaining to the firm's applications and hardware
• Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
• Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
• Develop a thorough understanding of firm's applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications
• Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
• Queue monitoring to identify possible issue trends based on submitted tickets
• Effectively diagnose and research escalated tickets to determine appropriate action
• Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
• Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
• Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems.
• Experience providing Imaging of Laptops and Desktop PC's
• Experience performing installations, moves, software and hardware adds and changes to end users' IT equipment.
• Act as "Smart Hands" for engineering teams as needed.
• Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies.
• Assist with mobile phones and 4G/5G cards set-up, review, maintenance and troubleshooting.
• Deliver coaching to peers when necessary.
• Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments.
• Ability to support video, audio and web conferencing through PC and VC units.

QUALIFICATIONS & EXPERIENCE

• University degree in the field of computer science or related field
• At least 5 years of work experience in applications support.
• Professional certifications in technological or customer service fields are a plus.
• Experience using Windows OS, Mac, Office 365, Acrobat X, Edge, Chrome and other browsers.
• Experience using VPN clients.
• Experience in applications support, specifically validating issues reported, testing fixes, and working with developers or vendors to deliver a timely resolution.
• User acceptance testing or applications testing experience is helpful.

At Fragomen, we offer excellent training, defined career pathways and the opportunity to work with knowledgeable professionals who are the best in the business. We embrace workplace flexibility to enable you to find your path and do your best work.

Finding the right person is very important to us. We hope that finding the right place is as important to you.

Salary will be commensurate with experience.

Interested? Apply now Don't forget to include your cover letter and CV.

All offers and/or employment contracts are contingent upon the successful completion of the Firm's pre-employment screening process. This process may include verifying the candidate's identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.