Technical Consultant (Mid-Level)

Technical Consultant (Mid-Level)

Xchanging Malaysia Sdn Bhd
Selangor Malaysia
5 - 8 Years
Not Specified

Job Description


Job Description :
Job Description:
Job Responsibilities:

  • Define an action plan for detailed diagnosis with the aim to resolve the incident and restore normal service as soon as possible
  • Prioritize response based on the Priority and Severity of the issue
  • Investigate and diagnose the incident accurately and effectively
  • Efficient usage of technical scripts, diagnostic tools and a known error database is required
  • Troubleshooting and implementation of solution in conjunction with vendor and 3rd party support
  • Regularly update the incident record with actions and follow specific processes for communication
  • Implement workaround or solution to fix the problem, document the fix into known error database
  • Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA.
  • Provide clear and unambiguous communication within workflow tool with frequent and timely updates.
  • Trigger escalation process immediately if required
  • Accept service calls. This requires a good manner and responsiveness to the issue
  • Detect and initiate problem record, including initial categorization, classification and prioritization
  • Work across service lines for root cause analysis and problem resolution
  • Prepare change plan and working closely with Change Management Team for approval
  • Implement all change requests timely and accurately.
  • Proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps escalating to management’s attention, where appropriate

Job Requirement:
  • Possess at least Diploma in Computer Engineering or related disciplines.
  • Have at least 5 years of working experience in technical support fields.
  • Understand ITSM/ITIL process knowledge, ITIL trained is preferred.
  • Excellent English communication skills (verbal and written).
  • Excellent analytical, troubleshooting and documentation skills.
  • Good team player, proactive and able to work under minimal supervision.
  • Operational outsourcing experience.
  • Global customer remote management experience.
  • Excellent customer handling and presentation skills.
  • Able to work on 12 hours shift including night shift, weekends and public holidays

Technical Competencies Requirement:
  • Hand-on technical experience and knowledge on Messaging and Collaboration Systems: MS Azure Active Directory, MS Active Directory, MS Office 365, MS Exchange, MS SharePoint, MS Lync/Skype for Business
  • Knowledge in below systems will be added advantage: MS PowerShell/VBScript, Active Directory Migration, Exchange Migration, SharePoint Migration, Microsoft or related certifications

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