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Two95 International

L2 Technical Support - Site Migrations

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeSubang Jaya, Selangor, Malaysia$12k - $15k

About the Job

Requirements

  • Knowledge of Windows 10/11, Android and Mac operating systems, Microsoft Office, basic LAN/WAN issues, Wi-Fi configuration, application software configuration, VoIP phones, software installations, Active Directory user/group management, DNS, Group Policy, networking, firewalls, and O365.
  • Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications.
  • Experience working within service-level agreements and ITIL processes.
  • Effective written and verbal communication skills.
  • Strong people skills to manage multiple stakeholders, including users, senior management, IT teams, project teams, and vendors.

Responsibilities

  • Provide break/fix support for desktops, laptops, and peripherals.
  • Re-image devices and reinstall or configure applications as needed.
  • Troubleshoot Windows operating systems, hardware, and enterprise applications.
  • Coordinate with third-party vendors for escalations and hardware replacements.
  • Document issues and resolutions in the IT service management system, such as ServiceNow or Remedy.
  • Support applications installed on end-user computers and coordinate global application issues with the second-level team.
  • Install desktops and laptops; schedule end-user upgrades and refreshes; document existing computer system, software, data, printer, and configuration settings before upgrades or refreshes; and verify the upgraded or refreshed computer against the order.
  • Support printers, including network configuration, driver installation, and vendor coordination for setup or repair of faulty devices.
  • Install and configure desktops, laptops, mobile devices, associated peripherals, and related software.
  • Provide onsite and remote technical assistance to end users.
  • Manage the ticket queue and resolve and close tickets within the defined service-level agreement; respond to end-user requests for ticket updates and follow up as needed.
  • Develop standard configuration documentation and installation and configuration procedures, including knowledge base/known error database documentation and standard operating procedures.
  • Coordinate with vendors to provide end-user support, including hardware warranty repairs and replacements.
  • Coordinate with Level 3 support groups and project teams on service delivery enhancements, maintenance, and upgrades.
  • Provide IT support for onsite or offsite events and meetings, including site setup, coordination with venue IT/AV contacts, and standby support.
  • Provide IT support for disaster recovery and emergency response at local sites.
  • Provide second-line technical support and incident and problem management through effective management of the service desk tool.

About the Company

Two95 International

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