IT Executive (Network Specialist) - Tasek, Ipoh
Yee Lee Group
Date: 17 hours ago
City: Ipoh
Contract type: Full time
This position is located at Tasek Industrial Estate, 31400 Ipoh, Perak, Malaysia. Please check the travel distance before confirming your application for the position.
Key Responsibilities
Key Responsibilities
- Act as the primary contact for customers seeking technical support via phone or ticketing system.
- Perform remote troubleshooting using diagnostic tools and effective questioning techniques.
- Guide customers through issue resolution and provide accurate information on IT products or services.
- Escalate unresolved issues to higher-level support teams as needed.
- Document incidents, resolutions, and updates accurately in logs and the ticketing system.
- Manage and maintain the ticketing system to ensure operational efficiency.
- Follow up with customers to confirm resolution and provide updates on their cases.
- Identify and recommend process improvements to enhance support efficiency.
- Assist in analyzing Key Performance Indicators (KPIs) and ensuring SLAs are consistently met.
- Communicate customer feedback to internal teams and collaborate to improve service delivery.
- Proven experience in a help desk or customer support role.
- Familiarity with ITSM, ITIL, ISO27001, Cloud Computing, and Industry 4.0 concepts is advantageous.
- Strong understanding of computer systems, mobile devices, and office automation tools.
- Excellent communication and customer service skills with a cool-tempered approach under pressure.
- Bachelor's degree in Computer Science, Information Technology, or related fields, with 2–3 years of relevant experience.
- Fresh graduate are encourage to apply.
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小額現金的處理
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