Overview

Responsibilities

INSTALLATION

  • Based in central NOC, communicating with field installation engineers in real time, via phone and web-chat, while they are installing server in each school, to finalize deployment.
  • The task is to ensure server in the school connects with central management system, is working properly and is quickly and accurately recorded in the central management system.
  • In cases where the server does not work properly, the technician will attempt some basic diagnostics, and then escalate to a more experienced support engineer if necessary.
  • The challenge on this task comes from the pace and volume of the incoming calls, as engineers around Malaysia installs devices in schools. Engineers will be expected to work in a fast paced environment where the room for error is minimal.

MANAGED SERVICE

  • Work with the central management system, routinely monitoring a large fleet of server; reporting on issues in line with set SLA’s
  • React to alarms and carry out initial troubleshooting of issues. Escalate as needed.
  • Carry out routine appliance management tasks (eg backups), as advised by more senior engineers.
  • Advice teachers in schools who need help configuring teach-managed features (content management tasks)

 

AFTER-SALES SUPPORT

  • Provide first-line responses (taking phone calls, responding to online tickets), gathering relevant information and deciding on appropriate action, with significant high volume.
  • Resolve or diagnose simple customer issues (eg hardware, connectivity issues). Process or escalate as appropriate. Ensure the customer enjoys a high quality support experience, that the support request is handled rapidly and to a high standard through to a conclusion.
  • Carry out diagnosis and repairs of products returned to our central workshop with suspected hardware faults

Requirements

  • Call centre/Help desk experience
  • Basic IT literacy skills (Familiar with computer networking concepts advantageous, using computer systems, accurate data entry)
  • Solid communicator. Good at explaining things in a clear, structured way.
  • Interest in IT. Used to learning new technologies under own guidance.
  • Fluency in both English and Malay is required, additional languages suited to the region would be beneficial.
  • Advantage: Computer Hardware – Familiar with usual range of components, assembling, disassembling and diagnostic work.