Service Expert

ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.

To provide functional and technical support for Air Liquide services tools as well as providing solutions for identified issues and maintaining operational performance to increase the reliability and quality of the applications.

How will you CONTRIBUTE and GROW?

• Assist users functionally and technically with contractual commitments of the use of solutions
• Provide Level 2 support services for off-the-shelf / custom solutions or applications related with ALTO (Bulk Supply organization, optimization, and dispatching)
• Update incidents and communicate timely to the customer about progress
• Examine the cause of incidents and establish a diagnosis
• Provide a temporary solution when a permanent solution is not possible
• Identify possible solution (includes verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus)
• Escalate, in a timely manner, the more complex issues to Level 3 support or third party providers.
• Participate in the 24/7 application support coverage
• Carry out, implement and monitor action plans aimed at continuous improvement of the service (improve solution and customer knowledge, reduction of incidents, increase resolution ratio/, etc.)
• Set up and monitor key activities of the solution within its ecosystem to improve the operational performance of the customer.
• Propose solutions to increase the reliability and quality of the applications as well as to reduce operating and on call costs while ensuring an adequate level of security
• Participate actively in the updating of application’s documentation linked to support activities
  
  
  

Are you a MATCH?

• University Degree in Information Technology or Computer Science (Mathematics is considerable subject to relevant experience)
• Minimum of 3 years experience in the field of information systems, including 2 years as an application/system support
• Relevant experience in testing, troubleshooting and systems support activities
• Good knowledge of the basic concepts of the MS SQL Server database systems or any Relational Database
• Strong knowledge of scripting languages (PowerShell, PL/SQL and TSQL)
• Fluent in English
• Japanese and/or Chinese Language is not mandatory but would be a significant advantage
• Excellent communication skills
  
  
  

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.