Job Description
Join our esteemed team and embark on a dynamic professional journey as a Level 2 – Escalation Engineer. Here, you will have the opportunity to strategize and resolve technical issues and deliver exceptional customer experiences and drive profitable results in a fast-paced and ever-evolving market.
Roles & Responsibilities
- Resolving And Managing Queries:
- Attend the complaint/request came from customer and colleagues
- Identify and escalate situations requiring urgent attention
- Usage of remote tools (where applicable) to analyze and resolve the issue.
- To provide internal support and assist resolve all IT related issues
- Resolves service problems by clarifying the customer’s complaint determining the cause of the problem.
- Become The Technical Support Specialist
- Provide continuous technical support via telephone, email and remote for relate product.
- Identify the level of technical knowledge and adjust technical communications to solve customer’s problem.
- Become The VMware & Microsoft Expert;
- Handing of incidents related to VMware and Microsoft products.
- Essential Operations and Contributions
- Perform server inventory update
- Assist in DR setup and failover testing for Infra and Apps servers on cloud customer.
- Liaise with vendor for hardware servicing and maintenance and do the necessary follow-up with the account manager.
- Prepare the daily, weekly and monthly reporting
- Strategic Initiative
- To perform any other assignment as and when require by the management
- Be a team player and contribute to team through collaboration and support.
- Travel Requirements:
- Must be able to travel, able to on-site support when customer request for on-site support.
- Provide onsite level 2 support and perform troubleshooting to customer’s
Qualifications Required
- Knowledge in virtualization VMware, VDI
- Knowledge in Windows Server, Linux and networking
- Knowledge in Active directory, Exchange, SQL
- General Knowledge in networking, Firewall and DHCP server
- Experience in customer facing role, remote support, telephone support
What’s in it for You?
- Expand Your Knowledge:
Immerse yourself in a world of learning and growth with our e-learning benefits.
Granting you access to a variety of training and development programs. - Rewarding Performance:
Be motivated by our attractive bonus scheme, which recognizes and rewards your exceptional achievements. - Health Coverage:
Prioritize your well-being with our outpatient and inpatient medical coverage,
ensuring you have access to quality healthcare when needed. - Proactive Health Maintenance:
Take charge of your health with medical health screening, optical and dental benefits. - Progression and Recognition:
Experience career growth with annual increments, and the opportunity to be part of our company incentive trip, rewarding your dedication and achievements. - Achieve Work-Life Balance:
Maintain a healthy work-life balance with our replacement leave policy.