Responsibilities
- Round-the-clock monitoring and maintenance of the system (hardware and software) to ensure system uptime in accordance with SLA commitments.
- Responding to all incident/service calls and being the first responder onsite to troubleshoot and resolve incidents, including basic repairs or parts replacements.
- Creating/updating and tracking tickets in the ticketing tool to closure while observing SLA commitments.
- Escalating, when necessary, in accordance with the escalation matrix.
- Performing regular preventive and corrective maintenance, troubleshooting system hardware, and all computer-based systems.
- Coordinating and working with third-party suppliers or other contractors to identify the causes of issues that may affect the proper functioning of the system.
- Liaising and working closely with customers to address service concerns and solve technical problems.
- Working with the technical team to resolve more advanced issues when necessary.
- Performing Install/Move/Add/Change (IMAC) activities as tasked.
- Ensuring all materials are properly documented and handed over during shift changes.
- Building sustainable relationships and engaging customers by going the extra mile.
Profile Requirement:
The ideal candidate should meet the following requirements:
- Higher NITEC in Electrical, Electronics, IT, Duploma, or equivalent.
- Relevant experience in IT system support and hardware maintenance.
- Experience in electrical/mechanical drawing, service/repair manuals, and/or diagrams will be an added advantage.
- Basic knowledge in Networking and Database management will be an added advantage.
- Strong communication and interpersonal skills. Self-starter, self-motivated, and critical thinker who embraces challenges.
- Ability to work responsibly, independently, and in a team.
