IT Field Support Engineer (Metacloud)

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.

Job Summary

Responsible for providing end users support such as troubleshooting PC / Notebook, configure software, troubleshoot applications software, IP phone configuration, installing IP phone, tablets (e.g.. iPad), smart phones (ex. iPhone, Samsung), printers, local area networks, wide area networks, any piece of computer related peripheral or software that end user would be using.

IT Field Support Engineer has to perform their daily tasks by providing a high level of customer service to the end user.

Job Responsibilities

General

• Provide level 2 users support (onsite support by attending to end user) on the following :
• Troubleshooting network operating system, software and hardware
• Being familiar with network operating system, software and hardware
• Work within a ticketing system and create documentation for new processes
• Training staff to maximize the potential of existing technology
• Taking new users through the orientation process
• Providing individual support and training upon request
• Providing recommendations about support and information access
• Maintaining an updated inventory of software, hardware and resources
• Demonstrated aptitude for continuous learning and innovative thinking
• Able to work independently and in a team environment
• Strong written, oral and interpersonal skills with a demonstrated ability to communicate with outside vendors and internal staff.
• Performing after hour on-call work when necessary.
• Support remote users problem from other locations where necessary.
• Ensure log tickets on any users request attended and close the ticket upon issue resolved.
• Prepare a resolution after each log tickets has been done.
• Documenting case studies and relevant IT processes and procedures, and adding to the knowledge base of the organization.
• Perform any other related duties as and when directed by superior.

Job Requirement

Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in Computer Science / Information Technology.

Preferably at least 2 year of related working experience.

Good communication skills in English and Malay language for both spoken and written.

One year contract role subject to renewal based on performance.

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