This job is for an Executive in XOC Operations specializing in technical administration and IT support services for Net One Asia Group.
You might like this job because you'll be the first point of contact for maintenance customers and work on a 24/7 shift rotation to ensure system uptime and customer satisfaction.
Job Family / Department: eXpert Operation Center (XOC) / Technical
Reporting: Assoc Manager, XOC Operations
Functions/Responsibilities:
Part of the Managed Services team as a Service Desk & Monitoring.
Your responsibilities include technical administration and First point of contact for Net One Asia Group Maintenance Customers.
You are expected to work with our client & internal teams to ensure IT Support Services are delivered based on the agreed service level definition, much to the satisfaction of both customers & company.
Managing a customer's expectation is part of your job scope, which requires you to work closely with external & internal team members.
To monitor the data centre and act as a primary responder to address various system alerts coming into Customer & Datacenter.
Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics.
To perform remote maintenance tasks ensuring "uptime" and providing Fault handling and escalation (identifying and responding to faults including liaising with 3rd party suppliers, handling escalation through to resolution).
Resolve an issue using standard practice, procedure, and workflow processes.
Participate in routine/regular operation meetings and discussions as part of the service improvement plan.
Able to work12-hour shiftsas part of the24/7 shift rotation .
Comply with XOC operations procedures and processes for the respective services.
Assists team (standby duty) with other duties required to operate the support centre smoothly.
Provide first-level technical support to customers for technology-related issues.
Job RequirementsPerformance Requirements:
Ability to prioritize effectively and work with a sense of urgency.
Ability to work independently with a significant "attention to detail."
Fast learner and ability to work under minimal supervision.
A team player who effectively communicates with teammates and superiors.
Technology Competencies and Experience Requirements:
Familiarity with Microsoft operating systems support /troubleshooting.
Resourceful, highly driven and self-motivated with competency and a strong sense of responsibility.
Enjoy working in a highly performance-driven environment.
Good knowledge of IT products.
Positive attitude towards continuous learning.
Minimum two (2) years of working experience in the IT Service Desk environment.
Good server experiences like IT administration & basic networking experiences.
Education or Certification:
Minimum a Diploma in IT / Computer Studies or equivalent.
Good Spoken & Writing Proficiency in English & Mandarin.
SkillsCustomer Service Desk
IT Service Management
IT Infrastructure
Tier 1 Technical Support
Information Technology
Company BenefitsUnlimited Free Flow Sky Juice:Of course we have coffee, soft drinks, packed drink and snacks for your refreshment.
Upskill:Learning and Development Opportunities for our team members.
Medical & Insurance:We care a lot for our employee's-- Outpatient- Hospitalization with Term Life- Dental- Check up.
Net One Asia - with more than 30 years long spanning history, Asiasoft was founded in 1986 and expanded into the region in the early 2012 and 2013, to establish Scalenow Malaysia and Indonesia.
In year 2019, we have rebranded Asiasoft and Scalenow to Net One Asia to strengthen the corporate identity in the region.
Our vision is to be SEA's most personalised talent ecosystem; elevating human progress by helping careers and companies grow.#J-18808-Ljbffr