Netpoleon

MY·Petaling Jayamid

Other

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Quick Summary

Overview

Responsibilities Receive, validate, and log customer requests (tickets) into the ticketing system. Assign tickets to available engineers, ensure all requests (tickets) assigned are worked on,

Technical Tools

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Responsibilities

~1 min read

→Receive, validate, and log customer requests (tickets) into the ticketing system.
→Assign tickets to available engineers, ensure all requests (tickets) assigned are worked on, updated (track requests and determine current activity on them), and resolved.
→Analyse and interpret the requests to ensure the classification, prioritisation, and escalation of the requests meet the SLAs.
→Work closely with colleagues to ensure swift resolution of issues and keep the customer updated on the progress in relation to the resolution of the issue.
→Follow up on outstanding requests and ensure timely resolution. Escalation to both internal and external (principal and customer) parties to resolve issues when required.
→Participate in 24x7 standby support on a weekly rotational basis to respond to new tickets via the ticketing system.

Requirements

~1 min read

Independent, Proactive, And Able To Manage Tasks With Minimal Supervision
Detail-oriented person and accurately addresses every aspect of a task, ensuring precision and thoroughness in their work, often catching errors or inconsistencies others might miss
Good knowledge and experience in the area of Service Desk tools (SugarCRM, SuiteCRM, OTRS, etc.)
Good communication and customer service skills, with a good command of English
Basic network connectivity troubleshooting would be an added advantage
Candidates must possess at least a bachelor's degree, postgraduate diploma, professional degree in Computer science, Information technology, or equivalent
Fresh graduates as well as entry-level candidates with 1-2 years of experience are encouraged to apply.
Open to local applicants ONLY