Job Description

• Responsible for investigating and resolving tickets that flow into the ticket queue.
• Prioritize response based on the Priority and severity of the issue.
• Applies appropriate troubleshooting methods and techniques in resolving problems and documents all actions taken.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Clearly communicate and set expectations with all related stakeholders ( Users, Business Owner, and Application Owner)
• Serve as the internal and external point of contact on customer escalations and resolve customer issues.
• Collect information and troubleshoot logs for product issues that are impacting Users.

Job Requirement

• Possess a Bachelor’s degree in Computer Science, Information Technology, or equivalent, recognized by the Government from any local or abroad higher learning institution in a related field of study or qualification in a related field of study, accredited by the Malaysian government.
• Possessing any certification or accreditation related to system and application administration and support from a recognized IT organization is an added advantage.
• Having Knowledge of the Windows Operating System and related environment will be an added advantage.
• Having Knowledge related to Citrix products will be great.
• Has experience in system and application administration or support roles with skills in IT problem diagnosis, troubleshooting, and resolution.
• Has a basic understanding of networks, firewalls, security appliances, backup, storage, and IT technologies in an enterprise environment and other new IT technologies in multiple areas.

Email your resume/CV to effendi@rafatech.com.my