Responsibilities

• Provide 3rd level technical software support for all clients and to resolve escalated cases within specified service level timeframes.
• Manage 2nd Level Helpdesk from a technical perspective on a day-to-day basis to ensure that SLA targets are achieved.
• Coach and mentor 1st and 2nd level helpdesks as part of continuous improvement initiatives.
• Conduct training to internal users and/or support partners.
• Carry out mini-projects / tasks as per assigned by operation manager and complete them as scheduled.
• Provide technical assistance and support to clients, operation manager, and development team pertaining to escalated cases.
• Work with client teams and service providers to reduce cost and improve quality of services delivered.
• Be the focal contact point for key clients and for ad-hoc deployments in Malaysia.
• Work directly with service partners to address hardware and service issues.
• Drive down hardware returns and swaps by working closely with service partners and clients.
• Engage in field and site activities with field technicians when required.
• Perform audits and inventory checks with logistics providers.

Requirements

• Bachelor degree in an IT related discipline.
• Technical proficiency with Windows-based PC hardware and Microsoft™ operating systems, platforms and applications.
• Excellent analytical and troubleshooting skills.
• Highly motivated, flexible and meticulous on the job.
• Good command of Bahasa Malaysia and English languages.
• Experience and exposure to databases (eg. SQL server, MS Access, Paradox) and Client-Server systems.
• Matured candidates or applicants with working knowledge of Oil & Gas industrial pumps and related controllers would be advantageous.
• Working experience in support of Point-of-Sales systems in Retail, Oil & Gas industry and knowledge of software development life cycles will be a distinct advantage.
• Occasional travel will be required

Job Summary

Type

Permanent/Full time

Specialization

Computing: Call Centre, Support
Computing: Software

Level

Junior Executive

About D&S Information Services Sdn Bhd

ROC Number

-

Industry

IT – Hardware/System Integrator

D&S Solutions Pte Ltd (formerly known as Demand & Supply Trading since 1999) was established in 2003 to provide IT services and solutions to the then booming local IT savvy market.