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Information Technology Technical Support

  • Full Time, onsite
  • RiDiK (a Subsidiary of CLPS. Nasdaq: CLPS)
  • Wilayah Persekutuan Kuala Lumpur, Malaysia
Salary undisclosed

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Responsibilities

Provide IT support for all the employees.

Effectively collect information and understand the issues users are experiencing and perform diagnostic procedures to isolate and resolve the issues.

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 in second and third Level appropriate support specialists or support groups on unresolved issues.

Maintains call records/logs and resolution detail utilizing case management solution, ServiceNow.

Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.

Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.

Skills Required

Ability to elucidate technical concepts to non-technical users

Ability to support users at various levels of technical competency

Effectively manages difficult or volatile customer situations

Effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime

Ability to schedule and prioritize

Able to read and understand technical manuals, procedural documentation, and OEM guides

Excellent interpersonal skills, 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 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 WFH and work different shifts as needed

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