Technical Support (L1/L2)
Agensi Pekerjaan Ideal Reliance Sdn Bhd Kuala Lumpur
Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Basic understanding of operating systems (Windows, macOS, and Linux).
- Familiarity with standard software applications and troubleshooting tools.
- Knowledge of basic networking concepts such as IP addressing, DNS, and VPN.
- Strong verbal and written communication skills.
- Customer Support
- Respond to customer inquiries promptly via phone, email, or chat.
- Identify and troubleshoot basic technical issues encountered by end-users.
- Incident Management
- Log, track, and manage support tickets using our internal ticketing system.
- Escalate unresolved issues to the L2/L3 support teams when necessary.
- Problem Resolution
- Provide effective solutions and workarounds for issues related to hardware, software, and networking.
- Guide users through troubleshooting steps, including remote desktop support if required.
- Knowledge Base Contribution
- Assist in creating and updating user guides, FAQs, and support documentation.
- Recommend improvements to enhance support processes and customer experience.
- Technical Troubleshooting
- Perform basic troubleshooting for IT infrastructure, including systems, applications, and peripheral devices.
- Resolve routine issues such as password resets, account lockouts, and application access problems.
- Collaboration
- Collaborate closely with the IT team to share knowledge and improve service delivery.
- Participate in regular team meetings and knowledge-sharing initiatives.
- EPF
- SOCSO
- Medical and Hospitalisation Leave
- EIS
- Medical Insurance
- Annual Leave
- 5 Working Days
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