Cloud Technical Support Specialist
Accenture Malaysia Cyberjaya Full-time
LI-GM
THE WORK: Explore new opportunities to contribute actively and independently while becoming a subject matter expert. You will participate in discussions and collaborate to provide thoughtful solutions to work-related challenges. This role will allow you to engage deeply with Service Desk Remote Technology Support, fostering growth and expertise in this dynamic area.We look forward to welcoming your enthusiasm and dedication to making a meaningful impact.
Job Responsibilities:
- Serve as a team’s public cloud technical expert, independently handle complex public cloud user tickets, avoid escalation to the backend teams, and improve first-line self-resolution rate.
- Provide real-time technical guidance to team engineers, helping the public cloud first-line support team improve overall technical problem-solving capabilities.
- Provide after-sales cloud service support for VIP customer groups.
- Participate in the construction and maintenance of the knowledge base, write technical documents and FAT solutions, and promote knowledge accumulation and sharing.
- Identify common issues and training needs in first-line public cloud support services and assist in developing training plans.
- Assist the team leader to ensure SLA compliance for first-line public cloud services and maintain customer satisfaction.
- Assist the team in handling P1 and P2 critical cases.
- Participate in 7*24 shift rotation.
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