Information Technology Support Analyst

Hi,

Good day!!

If you are interested then please revert me back with your updated resume.

Kindly revert me back as soon as possible.

(Also fill skill matrix)*

Please find the JD:-

Greetings From Nityo Infotech…,

Kindly find the below details of the job opening:

Job Title : L1 Service Desk Agent (English Speaker)

Contract : 1 Year renewable Contract with Nityo Infotech

Salary Budget : Upto RM3600 + RM200 as an Allowance +RM400 KPI

Shift : Rotational

Location : Cyberjaya, Selangor

Job title. -Level 1 Support as Service Desk analyst

Job Location. -Malaysia [Selangor]

Job purpose:

• Monitoring alarms and performance of complex Telecom BSS systems, initiate trouble tickets (TT) in case of any issues with monitored nodes, escalate to L2 support for unresolved issues

• Responsible for the coordination, support, management and execution of 1st Level proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

• Duties and responsibilities

• 1st level Incident Management

• Proactive monitoring and alerting L2 teams.

• Monitor and respond quickly and effectively to requests received through the monitoring tools as per the SLA defined in the process.

• Forward technical support issues that cannot be addressed by the L1 team to the appropriate technician (Level 2 or Escalation Team).

• Document internal procedures.

• Work in shifts in a 24/7 support team.

• 24x7 proactive monitoring of Telecom BSS Stack including CRM, Billing Application, Charging Application, Mediation and Activation, Order and Catalog System etc and IT Infrastructure of Operating Systems, Server, Storage, Networking equipment at minimum

• Monitoring includes telecom services and components alerts configured in the IT Service Management tool and escalating the same to the concerned resolver group based on the reference document provided by the stakeholders

• Escalations and Follow up with the Resolver Grouper team specified in the Service Management Tool

• Prior experience delivering the Level 1 service on any industry standard Service Management suite as Service Now, BMC, and Manage Engine etc. is mandatory.

• Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks

• On time Escalation and Reporting of alerts according to Incident Management process

• Experience of coordinating with Customer, Incident, Problem and Change Managers

• Experience of executing the technical tasks from the defined standard operating documentation

• Performing health check of in-scope system as per standard HC procedure provided by L2

• Perform end to end system audit (technical) as per the standard technical audit documentation provided by L2

Skills:

• Delivering Results & Meeting Customer Expectations

• Understanding of SLA (Service level Agreement) concept

• Following Instructions & Procedures

• High level of communication is a must

• Knowledge sharing & Collaboration Skills

• Advanced understanding and development experience of web service, soap protocol

• Understanding of provisioning and activation flow and logic in a telco IT environment

• Knowledge sharing and collaboration skills

• English skills, oral and written

Please fill the below skill matrix and share the updated resume if interested on [email protected]

or watsapp- 60327796418

Name

Contact Number

Email ID

Highest Education

Current Salary & Expected Salary

Years of Experience

Notice Period

Nationality