URGENT VACANCY : IT Support Specialist Hosting Ria Sdn Bhd is seeking an IT professional to fill the role of First Line Support Specialist. Your main responsibilities will be in the area of First-Line Corporate Support, which includes handling internal support requests via phone, email, etc. You will also have the opportunity to contribute to other support-related activities such as handling basic software problems, requests for change, requests for licenses, answering questions about our web hosting knowledge. You need to have excellent time management skills, be detail-oriented, highly organized, and be able to multitask. Responsibilities • Follow agreed procedures and handle calls/emails from clients in a pleasant and professional manner. • Ensure high level of customer satisfaction through prompt solutions for their problems. • Provide system support to customer on network solution such as LAN, WAN, wireless and security troubleshooting, database design and management, Red Hat Linux. • Provide on-site support for maintenance contract customer on network products/ system Installation, configuration and troubleshooting of local IT equipments (eg: PCs, laptops, handheld scanner, printer, key phone, copier machine etc.). This includes new hardware and software installation, networks configuration, firmware/software. • Support all standard software, e.g. Microsoft 2007 / 2010 / 2013, Microsoft Outlook, Internet Explorer in various platforms including Windows XP / Vista / 7 / 8. • Install and configure Application Software, Operation System (OS) and Hardware (including PCs, servers, Storage and Network Devices) according to requirements. • As first level administrator of company Intranet whenever updates, modification and support needed. Maintenance and inventory check for all IT equipments. • As second backup person for company backup system, changing backup tapes or restore data if necessary. • Keep supervisor fully informed on changes and all activities on a timely basis. • Respond to complex and high-impact user calls in a timely fashion and enable requester to solve their problems • Search documentation, knowledge base and previous requests on related topics to establish possible solutions to basic software problems. • Identify the complexity and priority of issue and judge when escalation is needed. • Proactively provide known solutions to populate Knowledge Database and to productise software & supports knowledge. • Ensure issue entries provide sufficient detail to allow for the resolution of subsequent faults and problems. Job Requirements • At least 1 year of experience in First Line support activities in the IT industry. • Ability to communicate in a pleasant and efficient manner with customers at all levels of the organization. • Excellent English communication skills. • Must possess own transport and willing to travel. • Ability to work under pressure to tight deadlines and with minimum supervision. • Customer focused with good interpersonal skills, especially a clear and professional telephone manner. • Good general knowledge of Windows XP / Vista / 7 / 8. Interested? Email your resume to job@hostingria
Posted on: Wed, 05 Nov 2014 12:35:45 +0000
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