Job Responsibilities
The Service Operations Executive is responsible for ensuring the readiness to support business operations. Key objectives include smooth daily operations as well as enhancing operational efficiency and customer experience. The successful candidate must be operationally hands-on, organized, highly motivated, and able to work with a disciplined approach towards managing people and work.
Service Support
- Provides 1st level support for network and Internet services via phone or email with accuracy and promptness to meet pre-defined SLAs for customer
- Responsible to follow through any Incident or Request in the Ticketing System until closure of the ticket for customer and internal customer
- Monitor line down for customer, perform basic troubleshooting steps and schedule onsite if required.
- Manages issue resolution based on incident priority levels and escalates to appropriate channels when required for customer and internal customer.
- To perform daily checks on critical devices for internal customer.
- To perform patching on critical devices on a quarterly basis for internal customer.
- In charge in assigning new hardware to the staff and reformatting hardware for internal customer.
- To perform Duty Officer role; one week per month.
Service Delivery
- Schedule and manage the installation and turn-up of connectivity including support to field technicians onsite.
- Collaborate with clients and internal stakeholders to gather information required to ensure smooth deployment
- Identify potential issues and proactively escalate internally to prevent delivery delays.
- Provide updates to the customer in a timely and professional manner
- Prepare work orders and documentations necessary for provisioning and service installation
- Verify provisioning details and service connectivity after service delivery
- Maintenance of customer contract records in Company's ERP system
Job Requirements
- Candidate must possess either a Diploma or Degree in Information Technology/Computer related course. Fresh Graduates are welcome to apply
- Experience gained from the Telecommunication or Information Technology industry either from internship (OJT) or actual work is an advantage.
- It is an advantage to have basic knowledge of TCP/IP, LAN, and WAN concepts and Internet application (Email/Web/Domain)
- Active interest in learning and maintaining technical skills & knowledge
- Strong verbal and written communication skills
- Good interpersonal skills and able to work within the team
- Resourceful and enjoy problem solving
