Technical Helpdesk - Bandar Sunway
-
Damansara, Petaling District
Menara Sunway & Annexe, Jalan Lagoon Selatan, Bandar Sunway, Subang Jaya, Damansara, 47500, Petaling, Selangor, Malaysia
- ஒப்பந்தம்
- ஷிப்ட்கள்
RM2200 - 2700 / மாதத்திற்கு
The Technical Helpdesk provides end-to-end Level 2 technical support for connectivity, voice and related technology services. The role is responsible for diagnosing, resolving and escalating complex technical issues involving internet connectivity, service performance, network equipment, VoIP services and associated devices. The role also ensures timely service restoration, effective stakeholder coordination and a consistently positive customer experience.
Key Responsibilities
- Manage escalated technical cases through relevant customer relationship management (CRM) and service management platforms, including technical diagnosis, resolution coordination, timely case updates and case closure
- Provide dedicated end-to-end technical support for priority and business customers, ensuring timely troubleshooting, appropriate escalation and efficient service restoration.
- Monitor service incidents and proactively communicate relevant updates to frontline and support teams while minimising duplicate or unnecessary case creation.
- Act as a central coordination point between frontline teams, internal technical and operational teams, and external service partners effective handovers and timely resolution of technical issues.
- Maintain accurate technical documentation, case records and service updates to support operational visibility, knowledge sharing, reporting and continuous improvement.
Minimum Requirements
- Four to six years of total working experience, including one to three years of relevant experience in Technical Helpdesk, IT Support, Customer Service, Telecommunications or a related field.
- Basic working knowledge of router setup, configuration and troubleshooting, including Wi-Fi settings and common LAN/WAN connectivity issues.
- Good understanding of internet connectivity, fibre services, VoIP and common network-related issues is an advantage.
EA License No: Agensi Pekerjaan Asia Recruit Sdn Bhd
முதலாளி பற்றித்
BRN/UEN: 1086157A
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