Full-Time Enterprise Support Services
Job title: Enterprise Service Support (ESS) Engineer
Reports to: ESS Team Lead
Company: SD Global Technologies
Location : Penang
Level : L1 to L2
1. Job Responsibilities
This position requires a team to work closely on shift basis with the assigned team lead. Primarily the job would involve raising the tickets or accepting the customer tickets, responding the resolution time, updating the status to customer and co ordinating towards the resolution. The ESS team is expected to keep the application running 24/7, 365 for customer satisfaction.
2. Key Accountabilities
The post holder will undertake the following duties and responsibilities:
*Provide first level of basic support and escalation to helpdesk system.
*Tickets and issues documentation.
*Ensure the tickets and issues are solved in timely manner according to SLAs.
*Monitor helpdesk for the tickets assigned to the queue and process based on priority , first in first out.
*utilize and maintain the helpdesk tracking software.
*Report issues to the respective IT units for escalation.
*Assist to coordinate administrative tasks of disaster recovery operations when needed.
*Assume responsible of other relevant tasks as assigned from time to time.
*Candidate must possess at least Bachelor’s Degree , Professional degree or Master’s degree in Computer Science/Information technology or equivalent.
*Knowledge in IT software and Network.
*Prefered skills, MySQL, Sliverlight,Java, C#, MongoDB, HTML.
*Excellent communication skills, writing and problem solving.
*Experience of 1 to 3 years is required.
*Fresh Graduates are encouraged as a good career growth is visible upon completing 1st year on the ground.
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