LOCATION: Selangor, Malaysia (Puchong Financial Center, PFCC)
REPORTING LINE: Group IT Service
PURPOSE OF THE POSITION:
We are seeking a proactive IT Support Engineer to join our team in Malaysia. The role will provide exceptional technical support for software and hardware systems across Southeast Asia (SEA).
Additionally, as part of our global ticketing team, you will contribute to the "follow the sun" support model, facilitating continuous IT system operations - Windows Servers and computers with full Microsoft Collaborative suite: Office 365 application stack (Teams, Word, Excel, Onedrive, Powerpoint) and SAP ERP as an application backbone across different time zones.
MOBILITY: 10-15% of time
RESPONSIBILITIES:
- Technical Support:
- Provide first and second-line technical support for software and hardware issues.
- Respond to and resolve support tickets in Southeast Asia. Countries coverage scope could be reviewed and extended.
- Troubleshoot and resolve IT system issues, ensuring minimal downtime to user.
- Part of Global Ticketing Team:
- Collaborate with international colleagues in the global ticketing team.
- Provide follow-the-sun support to ensure seamless IT operations across different time zones.
- Manage and prioritize support tickets, ensuring timely resolution accordingly.
- System Administration:
- Maintenance of IT infrastructure, including servers, networks, and communication systems of Staubli units in the region.
- Implement and oversee security protocols to protect organizational assets.
- Conduct routine system checks and updates to ensure optimal performance.
- Stakeholders Interaction:
- Build strong relationships with key stakeholders to understand their needs and provide tailored support solutions.
- Conduct training sessions for end-users to enhance their understanding of IT systems and technologies.
- Documentation and Reporting:
- Maintain accurate records of support activities and interactions.
- Generate regular reports on support ticket trends and performance metrics.
- Contribute to the creation of technical documentation and user guides
