Helpdesk Support Engineer (L2)

Job Responsibilities:

• Require 1st level and 2nd level troubleshooting to customer technical support queries received via email and phone calls.
• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
• Implement, deploy and support telecommunication hardware, software and solutions to world-class organizations.
• Knowledge on TCP/IP and how subnet and prefix works.
• Skillset on configuration, installation, troubleshooting maintenance of hardware and software related to: WAN and LAN equipment, physical and virtual servers, VOIP, SIP, SAN and other network equipment.
• Pro-actively coordinate, track and manage project, services & solution components until full delivery of completed service/solution to customer.
• Taking ownership of customer issues reported and seeing problems through to resolution. Require critical analysis skills.
• Document technical knowledge in the form of notes and manuals.
• Maintain detailed records of daily interactions with customers, installation activities, procedural documents, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Communicate clearly and effectively with end users, colleagues, and management to ensure SLA is met and customer satisfaction.
• Troubleshoot platform issue raised by clients or internal and escalate to the next level if can’t be solved beyond the expertise
• Communicate to other department and teams keeping stakeholders and management informed.
• Manage knowledge database and keep it updated time to time.

Job Requirements:

• Min 3 years of experience in maintaining and administering telecommunication hardware equipment's (Cisco/ Siemens / Panasonic/ Toshiba), VoIP (Yeastar, Yealink, Asterisk, Sangoma, Elastix)
• Knowledge of Cisco and other Firewall configuration skills.
• Experience in administering and troubleshooting voice and data telecommunication services.
• Good communication skills and customer oriented.
• Hands on experience of installing/problem solving technical equipment.
• Experience of working in a number of different environments (office/on-site, one to one/groups), work in a team and independently.
• Project management experience or having been integral to projects would be advantageous.
• Experience deploying, managing and troubleshooting network infrastructure.
• Ability to work flexible hours and work well under pressure.

Job Type: Full-time

Pay: RM3,800.00 - RM5,500.00 per month

Benefits:

• Additional leave
• Health insurance
• Maternity leave
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Yearly bonus