• Provide first and/or second line technical support to customers. • Ensure user support calls are accurately logged. • Ensure calls are kept updated and all relevant details documented. • Ensure calls are actioned in a timely manner, ensuring issues are responded to and resolved within their SLA timescale. • Ensure calls are dealt with in accordance with company policies, standards, and work instructions. • Work with other IT streams to provide incident resolution, ensuring all troubleshooting details are documented in the call. • Liaise with suppliers and service providers to provide incident resolution. • Escalate problems to the IT Service Delivery Manager. • Ensure documentation is maintained and reviewed. • Build and deploy end user devices. • Hardware and software requisition, and installation. • Support with office and personnel relocation where IT support is required. • Provide support with cable management, including patching and port termination. • Creation and maintenance of IT management documents and IT Hub articles. • Maintain and support physical security systems such as CCTV and swipe access control. • Administration of business support systems, including but not limited to, Cisco CUCM. • Provide training and support to IT team members, as well as customers. • Manage and support critical business applications, including but not limited to, ERP. • Support the incident management, request fulfilment, asset management and problem management processes. • Identify problem areas and deliver solutions to enhance quality of service to prevent future problems. • Support continuous improvement initiatives.

Kuala Lumpur