Job Location:
Penang (3 openings)
Job Description:
Your responsibilities will include but not be limited to:
- Monitoring, performing remote management, troubleshooting, and managing incidents in the enterprise-wide computing environment
- Identifying resolution actions, and implementing solutions to return the environment to normal operations
- Responsible for Switches, Routers, Encryptors, Protocols, Circuits and Telephony systems to ensure a stable production environment
- Responsible for problem identification and recommendation for adjustment and/or tuning of the network infrastructure
- Interfacing with local site support at any major Intel locations around the globe, Engineering and Enduser support groups, Costa Rica Hub and major international telecommunications vendors, when applicable
- Works in a various type of shift schedule to accommodate business needs.
- Participating in crisis and post incident review meetings as required
- Identifying opportunities for improvement of internal business processes and participating in continuous or project-based improvement teams, sometimes outside normal shift hours
You should possess basic knowledge in IT products and services or a related discipline with additional qualifications include:
- Knowledge of incident and event monitoring environment
- Fluency in English (read and/or write and/or converse)
- Knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most issues independently
- Good analytical problem solving and communication skills, sound judgment and the ability to work effectively with various teams
- Minimum one year plus experience of customer support, deliver exemplary customer service based upon professional, interpersonal and communication skills
- Good time management abilities and flexibility on multiple task assignments
- Proactive problem solving abilities and continual process improvement for maximum customer satisfaction and team efficiency
- Be self-directed, able to work both independently and as part of a team
- Demonstrated tolerance of ambiguity, self-motivation and flexibility to adapt to new and changing situations
- Ability to work flex schedules during weekdays (Monday - Friday) as well as occasional weekends
- Excellent customer service, interpersonal, organizational and communication skills
- Ability to work in a changing environment, recognize priority issues and escalate accordingly
- Ability to translate technical terms into non-technical language
- Understanding of computer terms and acronyms, ability to learn new processes and procedures quickly
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