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IT Support Technician

IT Support Technician

RiDiK (a Subsidiary of CLPS. Nasdaq : CLPS)Kuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Overview

Seniority : Senior SEA Technical Recruiter @ RiDiK / CLPS. The ITSS group in corporate technology provides end user support to client company internal employees globally, including system, software, hardware, and various other end user solutions. The IT Support Technician position supports end-user employees across the client company globally.

Responsibilities

  • Provide IT support for all client company internal employees.
  • Effectively collect information, understand issues, and perform diagnostic procedures to isolate and resolve problems.
  • Interact with customers via chat, telephone, e-mail, and Slack to provide technical support.
  • Utilize all technical resources to solve customer problems.
  • Escalate or work with second and third level appropriate support specialists or groups on unresolved issues.
  • Maintain call records / logs and resolution details using the case management solution, ServiceNow.
  • Communicate effectively with management to express ideas for informed decisions.
  • Provide knowledge transfer to other agents / technicians on issues and resolutions.

Skills Required

  • Chinese (oral & written) is a mandatory (business need).
  • Ability to elucidate technical concepts to non-technical users.
  • Ability to support users at various levels of technical competency.
  • Effectively manage difficult or volatile customer situations.
  • Effectively perform problem isolation and resolution of critical systems to minimize downtime.
  • Ability to schedule and prioritize.
  • Ability to read and understand technical manuals, procedural documentation, and OEM guides.
  • Excellent interpersonal, written, and verbal communication in English.
  • Technical writing / documentation skills.
  • Ability to assess, analyze, and research technical situations and provide viable alternatives.
  • Ability to learn new technologies and procedures quickly.
  • Ability to communicate effectively with a wide variety of users and other technical teams.
  • Installation, configuration, and support of PC, Mac, Telephony, Mobile, and Voice & Video software.
  • Support and troubleshooting of Windows 11, MacOS, iOS, Android, MS Office 365.
  • Ability to learn quickly and work in a fast-paced environment.
  • Ability to follow a strict workflow process for QA and User Acceptance testing.
  • Willingness to work from home (WFH) and accept different shifts as needed.

    • Working time

    6am - 2 : 30pm or 7am - 3 : 30pm

    Sunday to Thursday, Monday to Friday, Tuesday to Saturday. Rotate once a month.

    Seniority level

  • Entry level

    • Employment type

  • Contract

    • Job function

  • Information Technology

    • Industries

  • IT Services and IT Consulting

    • #J-18808-Ljbffr

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