IT Professional Service Engineer

Responsibilities/Job Scopes:

– Attend and support customers on IT software and hardware issues.

– Research and identify solutions to software and hardware issues

– Diagnose and troubleshoot technical issues including system and network configuration

– Track computer system issues through to resolution, within agreed time limits.

– Talk clients through a series of actions, either via phone, email or chat.

– Go onsite to customers data centers or server farms to attend to issues reported by customers.

– Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

– Provide prompt and accurate feedback to customers

– Refer to internal database or external resources to provide accurate tech solutions

– Ensure all issues are properly logged

– Prioritize and manage several open issues at one time

– Follow up with clients to ensure their IT systems are fully functional after troubleshooting

– Document technical knowledge in the form of notes and manuals

– Maintain jovial relationships with clients

Requirements:

– Hands-on experience with Windows and Linux OS environments

– Good understanding of computer systems, mobile devices and other tech products

– Ability to diagnose and troubleshoot basic technical issues

– Familiarity with remote desktop applications and help desk software (eg. Teamviewer, Anydesk)

– Excellent problem-solving and communication skills

– Ability to provide step-by-step technical help, both written and verbal

– Diploma or Degree in Information Technology, Computer Science or relevant field

– Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

Location Base: KL. However, must be able or willing to travel around Malaysia.

Please contact frankie@globalexpertteam.com for enquiries.