Responsibilities
- Round the clock monitoring and maintenance of the System (hardware and software) to ensure system uptime in accordance to SLA commitments
- Respond to all incident / service calls and be first responder onsite to troubleshoot and resolve incidents including basic repairs or parts replacements
- Create / update and track ticket in ticketing tool to closure observing SLA commitments
- Escalate when necessary in accordance to escalation matrix
- Perform regular preventive and corrective maintenance, troubleshooting system hardware and all computer-based systems.
- Coordinate and work with third-party supplier or other contractors to identify the causes of issues e.g. hardware, software, network problems and etc. that may affect the proper functioning of the System.
- Liaise and work closely with customer to address service concerns and to solve technical problems.
- Work with technical team to resolve more advanced issues when necessary
- Perform Install / Move / Add / Change (IMAC) activities as tasked
- Ensure all material are properly documented and handed over during shift changes
- Perform any ad-hoc duties as assigned
- Build sustainable relationships and engage customers by taking the extra mile
Requirements
- Experience in Network troubleshooting on Desktop/Laptop (LAN/Wi-Fi)
- Basic Knowledge on Active Directory
- Good hands on Switches/Servers
- Image deployment (Laptop/Desktop)
