IT Customer Support

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia ABHIDI ENTERPRISES Full time

Summary:

This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

Responsibilities:

· Image and install software on Windows and Apple laptops/desktops, including iMacs, ensuring proper configuration for new setups, system moves, additions, and changes.

· Provide remote software installation and support.

· Troubleshoot and resolve post-deployment issues across multiple platforms, including Windows, MacOS, and mobile devices. Install, maintain, and troubleshoot printers.

· Provide break/fix support as needed.

· Oversee the disposal, redeployment, and reclamation of hardware assets.

· Ensure all incoming equipment is properly tagged and entered the asset management system.

· Maintain an accurate inventory of hardware and provide weekly reports on physical counts and outflows of equipment.

· Coordinate shipping and logistics for hardware, ensuring timely deliveries and returns.

· Coordinate data backup processes and support data recovery efforts, ensuring data integrity and availability.

· Manage hardware refresh cycles, including warranty and out-of-warranty repairs and replacements.

· Collaborate with external suppliers and vendors to schedule repairs for malfunctioning hardware.

· Provide walk-up support for end users, addressing hardware and software issues promptly.

· Offer specialized support to executives (VIPs), ensuring minimal disruption to their work.

· Provide audio and video support, including system health checks and troubleshooting.

· Work with external vendors to coordinate dispatch and repair support, ensuring timely resolution of hardware issues. Open, manage, and close service requests.

· Track and assign incidents, ensuring timely resolution in line with service level agreements (SLAs).

· Manage the classification, assignment, and tracking of requests to ensure efficient completion.

· Collaborate with cross-functional teams (e.g., HR, IT) to support the onboarding process for new hires, ensuring seamless equipment provisioning and setup.

· Ensure that all hardware and software resolutions align with company policies, standards, and best practices.

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