Service Desk Level 2 (Contractual)
IPC Systems, Inc.
Kuala Lumpur, Kuala Lumpur, Malaysia
5 hari yang lepas

IPC is a technology and service leader powering the global financial markets. We help clients anticipate change and solve problems, setting the standard with industry expertise, exceptional service and comprehensive technology.

In view of our recent expansion, we are looking to hire Service Desk Level 2.

What you’ll do :

  • Serve as escalation point for the first point of contact for customers seeking technical assistance over the phone, email, web, etc.
  • Resolve L1 and L2 service requests, incidents, and problems.
  • Perform shift lead duties and ready to work in a 24 / 7 environment
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Walk the user through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.
  • Update and keep track of knowledgebase
  • Train other service desk personnel as and when needed
  • Record events and problems and their resolution in logs
  • Follow-up and update user’s status and information
  • Pass on any feedback or suggestions by users to the appropriate internal team
  • Install, troubleshoot hardware’s and other peripherals for users.
  • Use of metrics data to identify common problems and perform root cause analysis to aid problem resolution
  • Office IT Support & Computer inventory management
  • Desired Skills and Experience :

  • Bachelor's degree in Computer Science or Information Technology field preferred or equivalent experience
  • ITIL Certification
  • 5 to 7 years of experience in service desk support in a multi-nation, multi-language enterprise environment.
  • Proven experience in Service Desk Level 2 support.
  • Strong interpersonal skills and ease with building / establishing rapport with an array of people and teams
  • Detail-oriented with the ability to work in a fast-paced environment
  • Strong time management skills
  • Tech savvy with technical working knowledge of Microsoft Tools & Products
  • Experience with VMWare, MS Server operating systems and ancillary services (Windows Server, SCCM, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills)
  • Microsoft OS troubleshooting skills across all current versions
  • Microsoft Office 365 support, troubleshooting and configuration skills
  • Network troubleshooting skills, TCP / IP, DHCP, DNS, FTP, Telnet, POP3, SMTP, UDP, STP, SCCM, SMS, Network Installation
  • Proficiency in English with excellent communication skills
  • At IPC, we are committed to living our Core 4 values : Be the Best You to Create the Best Us, Work Smarter, Inspire....Aim Higher and Embrace the Customer and the Change They Create.

    These values are essential to how we attract, cultivate, nurture and promote our workforce and foster a sense of belonging within our employee family.

    Come join us and Be the Best You !

    Need Assistance with Applying for Positions?

    If you are experiencing difficulty with the application process or are a disabled individual or veteran and require a reasonable accommodation in applying for any posted position, please contact the Human Resources Team at careers ipc.

    com. Please note that requests for updates on positions will not receive a response as this is for those who need assistance in applying.

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