Associate – Technical Support L1

Application Dates
Applications open
23 Jul 2019
Applications closing
30 Nov 2019
Opportunity Overview
Type Graduate Jobs (Full-time)
Location
Malaysia
Start date
Ongoing
Academic requirements
Level of Study
Certificate

The responsibilities include Voice Call Handling, Email Communication and Infrastructure Monitoring.

Responsibilities

  • Voice Call Handling: excellent knowledge of handling voice calls.
  • Email Communication: professional email writing skills.
  • Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.
  • Exchange: Knowledge on functioning and configuration of Microsoft Exchange client. Messaging support for exchange.
  • AD:  Knowledge on - Active directory, Proxy, DNS, Group Policy.
  • Network: Knowledge on – LAN setup, basic routing and switching, passive networking.
  • Desktop Security: Knowledge on – Antivirus deployment and update, patch management, monitoring and reporting.
  • Desktop, Laptop, Handheld devices: Knowledge on – build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.
  • Troubleshooting: Remote troubleshooting experience: Desktop, Laptops, Notebook, iPhone, Network printers, etc.
  • Printers: Hands on experience on managing printers (Local & Network printers) – Lexmark and HP Printers.
  • Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.
  • ITIL: Knowledge of ITIL processes and procedures like – Incident, Service request fulfilment, Change, Problem etc.
  • KM: Knowledge management understanding, review and create new knowledge articles.
  • MS Office: Good / excellent knowledge for support of MS Office and standard software
  • Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
  • O365: Understanding of Microsoft Office (e.g. Office 365)
  • Lotus Notes: Lotus Notes client support, Messaging support (e.g. Lotus Notes, Exchange)
  • Order management: Ready-to-use knowledge about Ordering processes. Ready-to-use knowledge about ordering portals.

Level of Expertise

L1 – L2 support, On-site Or Remote Support experience

Requirements

  • High School Graduate, Diploma, IT education or comparable IT professional experience
  • Experience in years: 0 to 4 years
  • Relevant Experience: 0 to 4 years
  • Certifications (optional): ITIL Foundation, understanding of Incident, Request, Change & Problem Management
  • Language proficiency (read/write/speak): Japanese, Korean, & Mandarin - read/write/speaking skills; Secondary - Excellent English read/write/speaking skills
  • Language Certifications: Japanese – Advanced level; Korean- Advanced level; Mandarin-Advanced level.