IT Service Desk Engineer (Metacloud)
Overview
Sunway Technology is part of the Sunway Group, a well-diversified conglomerate. Sunway Technology encompasses a Group of IT companies, each with its specific competencies and focus. Together, the Group is recognised as the preferred end-to-end IT solutions provider.
Metacloud Sdn Bhd [201401018154 (1094241-V)]
Job Responsibilities
- To provide technical and process assistance to end-users via phone, email, live-chat, and web-form.
- To diagnose and troubleshoot end-users’ problems with various IT tools.
- To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level.
- Log IT requisition/problems for end-users into Ticketing System.
- Escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
- To provide the necessary hardware and software for service desk with support purposes.
- To provide 1st line support on enquiry or issue related to Enterprise Applications to ensure operational problems are resolved promptly.
- Follow up on outstanding requests and ensure timely resolution.
- Log all help -desk interactions and activities.
- Prepare activity reports and inform management of recurring problems.
- Plan arrangements to call out field engineer to visit the users if they are unable to fix the problem.
- Ensure all helpdesk tickets are closed within SLA set.
- Performing any other IT related duties assigned.
- Incident Management – to follow up with respective PIC until closure for all aging tickets.
Problem Management – to perform root cause analysis and to document workaround/resolution for recurring incident/major incident being the owner of the issues/tickets.
Requirements
Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in Computer Science / Information Technology.Preferably at least 1 years of related working experience.Fresh graduates are encouraged to apply.Good communication skills in English, Bahasa Malaysia language for both spoken and written.This is a one - year contract role.