It Executive (Network Specialist) - Tasek, Ipoh

This position is located atTasek Industrial Estate, 31400 Ipoh, Perak, Malaysia.Please check the travel distance before confirming your application for the position.Key ResponsibilitiesAct 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.
RequirementsProven 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 graduates are encouraged to apply.#J-18808-Ljbffr