Level 2 /3 Support (O365)

Level 2 /3 Support (O365)

Aisling Consulting Sdn Bhd
3-6 years
Not Specified

Job Description

About the job Level 2 /3 Support (O365)
An award - winning Managed IT practice with specialism in outsourced Managed IT services with a global presence. We help Enterprise organisations to realise their business value through transformational impact of Modern Work Place Technologies, pro-active Security services, leading Cloud based technologies including Citrix, Microsoft O365, Azure, Security and LAN, WLAN, WAN services.
Looking for talented 3rd Line Service Desk O365 Engineers with a passion for technology and building strong customer relationships to join our growing team to support a contract expansion for one of our leading managed service customers within the APAC region. Working with supporting services based on leading technology vendors such as Citrix, Microsoft, Cisco, Fortinet and HPE technology.
Good technology knowledge is required in some or all of the following areas:
Citrix, Office365, Active Directory, Azure Active Directory, Cloud App Security, SIEM, Azure and Private Cloud, Networking, O365/desktop, Unified Communications and Microsoft Server Infrastructure.
This role also requires focused attention on providing the highest level of customer service to the customer at all time so good communication skills and customer support are essential.
Main Responsibilities will include:
Incident Management
The 3rd Line Service Desk Engineer will be responsible for supporting 1st and 2nd line and dealing with more complex tickets in a professional, courteous manner via our leading ITSM online ticketing system, Service Now, as well as over the phone and via email.
Take ownership of incidents and manage them in a logical and methodical manner . Accurately log incidents while categorising and prioritising them in line with service operation procedures and
Diagnose and resolve problems to the customers satisfaction.
Attend to assigned Incident Management cases in a timely fashion till resolution.
Perform problem identification, isolation and timely resolution through interfacing with customers, system maintenance service provider, 3rd party system integrators and network service providers.
Flexibility and commitment to perform shift work is essential.
Therefore we look for colleagues who demonstrate dedication and passion to a shared goal of excellent customer experience and service. Who work well with others and are passionate about what they do.
A willingness to learn and quickly adapt is a must, as well as the drive to succeed. The successful candidate will be able to demonstrate:
3rd Line Support experience in all or some of the following: o Citrix Server o Office 365 / Microsoft Exchange Online o Windows Server - Active Directory, Group Policies etc o Firewalls (FortiGate/Cisco ASA) o Networking (Cisco, HPE) o Desktop/Laptop End User Application Support o Server hardware o SIEM o UC, Skype and Teams
English speaking
Ability to work in a support environment that involves structured processes and timelines
Ability to prioritise workloads and activity . Ability to work under pressure and respond in a professional manner in a highly visible customer service environment
Excellent English written and verbal communication skills
Exceptional continuous time management and planning skills
Working experience in Customer Service Support environment is essential
At least 3 year working experience in the technology environment
MCSA and MCSE qualifications are desirable.
CCA-V, CCP-V, CCE-V qualification are desirable
Other qualities specific to this role include:
Promote openness and transparency to create and maintain an environment of trust. Encourages challenge and feedback
Promote fairness and equality in the workplace and maintains high standards both personally and in others.
Support colleagues in their work to the best of their abilities, skills, knowledge and experience.
If you think you have what it takes to become part of a leading Team at Modality, then don't hesitate to apply now!
What you can expect from us in return. We think it's important to look after our employees. In addition to a competitive salary, supportive teams and real chance to progress your career, we offer a range of benefits which include:
Holiday: 20 days holiday, plus bank holidays
Medical Insurance Enrolment: Will take place after probation is passed
Top tech: We don't just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
Shift, Travel & Parking Allowance: RM 950 allowance per month
Overtime: All staff are eligible for overtime (if required) Training: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful.
Office Location & Environment: Working in a modern new office with good facilities in the immediate location

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