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
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