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IT Operation Support Resident Engineer (L1 Support)

Salary undisclosed

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Role : IT Operation Support Resident Engineer (L1 Support)

Location : Klang Valley

Type : 1 year contract (extendable)

Year of Experience : 1-2 years IT support

Job Description:

  • On-site support adhere to customer working hours (example 9am-6pm, 8 hours a day) and provide standby support after office hours when that is critical issue require support.
  • Manage and monitor daily IT operation system health status for infrastructure provided by HPE and Level 1 support for VMware application.
  • Report error encounter to respective support team.
  • Escalate critical issue to manager.
  • Manage all call log from beginning until the closure.
  • Assist to report incident to principal’s support, track call status, report status to management.
  • Track and record all incident reported and create report to present to management on weekly or monthly basis.
  • Performs basic software/hardware troubleshooting, patches and re-installations in cooperation with the administration teams and in accordance with the change control process.
  • Responsible to track local inventory (HW/SW), maintenance status, and license management
  • Responsible for creation and maintenance of published documentation such as operations manuals, rack diagrams and photos, floorplans, and contact information.
  • To respond and manage all IT operation related problem calls and requests within SLO/SLA.
  • To recommend solutions to meet short and long-range goals after reviewing and analysing the daily and backlog problem calls for call trends.
  • To proactively monitor and keep track DC equipment’s installed with the latest anti-virus files, latest security, and Microsoft Service Packs, so as to prevent any virus outbreak.
  • To oversee the proper hand over of project deliverables and sign-off the acceptance document.
  • Understand and adhere to the IT Policy and Procedure.
  • Responsible to advise customer on HPE products firmware level and recommendation on patches requirement.

Requirements:

  • A fast learner with a Bachelor Degree in Computer Science, Information Technology, Network, or related disciplines
  • Minimum of 2 years’ working experience in IT Hardware Infrastructure and basic VMware experience.
  • Familiar with IT operation and IT equipment’s basic troubleshooting.
  • Have hands-on experience in Windows Servers (2008 and above), VMware, backup tools will be added advantage.
  • Experience in managing IT issue, issue escalation process, managing complex Severity issue is an added advantage.
  • Able to understand failure mechanisms of complex computer based systems.
  • Effectively apply communication skills to build and maintain internal relationships.
  • Must be willing to work on irregular hours or on weekends to complete critical assignments.