IT Service Desk Engineer (Metacloud) - Get Hired Fast

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 2 years of related working experience.
• Good communication skills in English, Bahasa Malaysia language for both spoken and written.
• This is a one - year contract role subject to renewal.