Service Desk

Company Background:

Our client was founded in 2007 at Japan, established China, Singapore and Malaysia branches on 2007, 2014 and 2018 respectively, providing Southeast Asias IT Solutions services. Our client has a strong presence in both local and offshore banking industry which provides services in Project Management, Software Development, Risk Assessment, etc.

ABOUT THE ROLE

Our client is now extending the application to interested candidates who would apply for the role of Service Desk to join our Service Delivery Division for Malaysia branch. The candidate must be an enthusiastic, proactive and motivated individual with real passion for new age digital transformation profession who would work closely with our team and (internal / external) stakeholders to ensure the successful delivery of our services.

To be successful in this role, you should possess the quality of an IT Infra Support who is savvy in providing technical solutions to our clients. You would also work closely with the clients IT Maintenance and Support team and internal/external stakeholders to track and implement solutions that relates to quality or process improvements.

Candidate is also responsible to ensure that the daily activities are in compliance with Braindges Credo and business policies. He/she reports to the Team Lead and carry out leading functions of the department.



Key Area of Responsibilities (KAR):

• Responsible for the Level 1 & 2 contact point for the End-user devices such as Laptop, Desktop, Printer, and other peripherals which includes patching, installation, and configuration of Microsoft 365 and other applications.
• Document and maintain Hardware and Software IT assets which includes tracking of the software license and patches.
• Accountable for the performance monitoring, admin, support and escalation of the Back-end IT Infrastructure which includes the On-premise Servers, Virtual Servers on Hyper-V, VMs on AWS Cloud, storage devices, Data restoration and backup, Network and Firewall, File system
  and Databases, and Security.
  
• Maintain and administer the Server operating Systems, AD Group, User IDs and password, applications services and software tools.
  
• Manage the logging, recording, resolution until closure of the User request and Incident Report on timely manner.
• Facilitate and liaise with all outsourced or service providers/Vendors for application package implementation and testing on-site or remote support.
• Demonstrated ability to communicate complex technical information clearly and empathetically to non-technical users.
  
• Strong customer service orientation with a proactive approach to understanding and addressing user needs.
• Willingness to extend working hours or provide support outside regular business hours when necessary to ensure minimal disruption to operations.
  
• Facilitate the IT Security Awareness training and track the progress for the Business users.
• Knowledge in Anti-Phishing and other cyber-attack security techniques.
• Open to visiting on-site client locations or Singapore branch Office for meeting up to 2-4 times per month, as required.
• Any other duties related to this role.
  

Basic Requirements:

• Minimum 3 years of experience as an IT Support Engineer or similar role.
• Hands-on experience in administering On-premise Server under MS Server 2012 R2/Windows Server 2022/ Microsoft Windows 7 Pro / Microsoft Windows 10 Pro.
• Hands-on experience in administering Virtual Server under Amazon Web Services (AWS) administration, Microsoft Windows Server 2012 R2 / Windows Server 2022 Standard and Microsoft Windows Server 2003 Standard Edition.
  
• Microsoft 365, Windows Active Directory, Microsoft Defender, TeamViewer or Any Desk and One-Drive.
• Hands-on experience in maintaining Network Switch PowerSwitch N2000 Series / equipment, wireless devices and Firewall FortiGate 200E.
• Hands-on with Dell Powervault SAN Storage and NAS Raid 6 / Veeam.
• Knowledge in batch scripting, Microsoft Power Automate or RPA Tools, SQL, Veeam Software tool or other Performance monitoring tool.
• Diploma / Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong problem-solving and analytical skills.
• Excellent communication and teamwork skills.
• Ability to work independently and collaborate in a team environment.
• Strong organizational and time management skills.

Additional Information:

• Fully WFH
• Able to attend meeting in Singapore office once a week.
• PH follow Singapore gazette holidays.
• Salary Range: RM5,000 - RM6,500