MS Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. The primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.

Job Requirements

  1. Diploma/ degree holders preferably in IT/ Computer Science - open to consider fresh graduates
  2. Minimum 1-2 years of related IT helpdesk/ customer service working experience is highly preferred but not a must (fresh graduates are welcomed)
  3. Language requirement: Fluency in Thai & English (both speaking and writing)
  4. Relocation support will be provided for Thai-speaking candidates outside Malaysia
  5. Ability to communicate and work across different cultures and social groups
  6. Ability to maintain a positive outlook at work and agile
  7. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
  8. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Job Description

  1. Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly
  2. Provide technical support on operational or maintenance of a personal computers/Applications/ other products/peripherals using documented procedures and available tools
  3. Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
  4. Investigate first line incidents assigned and identify the root cause of incidents and problems
  5. Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
  6. Responsible to meet customer SLAs agreed in place
  7. Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level to resolve the issue to the customer's complete satisfaction
  8. Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management
  9. Monitors client infrastructure and solutions