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IT Support- Arabic Speaker

RM 7,000 - RM 7,000 / month

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GENERAL SUMMARY:
Responsibilities :-

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat
  • for customer’s end users Handle calls, Chats, emails, self support portal tickets from end users.
  • Provide VIP support.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware /
  • software / network problem resolution.
  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests
  • and their respective resolutions and circumventions.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign
  • work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem
  • recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote
  • desktop support and perform other activities based on SOPs
  • Perform user account management activities
  • Escalate complex problem to appropriate support specialists
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software
  • products (e.g., word processors, spreadsheets, presentation graphics, database management
  • systems, electronic mail, and communications)
  • Troubleshoot client software and basic network connectivity problems
  • Identify, evaluate and prioritize customer problems and complaints
  • May train users and operators on a limited basis and/or may write training procedures
  • Participate in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Provide all required documentation including standards, configurations and diagrams
  • Provide knowledge transfer of EUC operations
  • Technical Requirements
  • Phone support experience necessary.
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,

Job Types: Full-time, Permanent

Pay: From RM7,000.00 per month

Benefits:

  • Health insurance

Schedule:

  • Monday to Friday
  • Rotational shift