Service Desk Engineer

Job Description:

• Respond to the incoming enquiries/incident/service request (call, e-mail etc.) in a prompt and professional manner.
• Perform 1st level troubleshooting with or without remote tools on desktop and basic network issues.
• Escalate requests/issues to the appropriate resolver group according to SLA (Service Level Agreement).
• Provide regular status update on all open incidents & service requests and to close tickets within SLA.
• Communication effectively with individuals at all levels of the organization.
• To perform any other task assigned from superior from time to time.

Requirements:

• Professional Diploma / Degree in Computer Science / Information Technology or equivalent.
• 1-2 years or related working experience preferably in IT Service Desk / Call Centre and familiar with ticketing tools and telephony systems.
• Basic knowledge in TCP/IP and understand OSI 7 layer fundamental and troubleshooting techniques.
• Basic knowledge in firewall, networking and wireless will be an added advantage.
• Basic understanding and experience with routing and switching technologies.
• Able to work independently and cooperatively in a team.
• Hardworking, initiative and self-motivated with positive & proactive working attitude.
• Possess own transport and willing to work on shift rotation.
• Exhibits mature organization and time management skills.
• Good communication skill in Bahasa Malaysia, English.
• Fresh graduates are encouraged to apply (training will be provided).