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Malaysia Technical Job Info Centre -> Other Engineering and Technical -> Technical Support Executive - Tier 1 (Kuala Lumpur)
Post Info TOPIC: Technical Support Executive - Tier 1 (Kuala Lumpur)
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Technical Support Executive - Tier 1 (Kuala Lumpur)
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Pacnet Global (M) Sdn Bhd

Advertised: 19-12-10 | Closing Date: 18-01-11

Pacnet is Asia's leading independent telecommunications service provider with the largest regional footprint and the region's most extensive sub-sea cable infrastructure. With presence in 14 countries, Pacnet offers a comprehensive portfolio of industry leading IP-based solutions for carriers, large enterprises and SMEs. We are headquartered in Hong Kong and Singapore, with offices in all key markets in Asia and North America. We are in constant search for dynamic, forward thinking and results-driven talents to join our global team. For more information about Pacnet, please visit: www.pacnet.com.

Technical Support Executive - Tier 1
(Kuala Lumpur)

 

Responsibilities:

Overview

Responsible to provide Technical Support over-the-phone and email, troubleshooting with customer's computer hardware, software, network and ISP.

Key Duties
  • Provide technical phone support to customers
  • Resolve Customers technical queries in a timely manner
  • Activate on-site repair with part recommendation or trigger replacement in event of genuine hardware failure
  • Case management and follow up till closure
  • Provide accurate and understandable info to customer remotely
  • Troubleshooting with customer’s computer hardware, software and network
  • Ensure customers issues/complaints are addressed or escalated to next level
  • Maintain high level of customer satisfaction
  • Maintain accuracy in logging or updating call details in call tracking tools
  • Be familiar with customers service policy, processes, product, technical specs and escalation channels

Requirements:
 For Technical Support - Australia Possess at least 2 years experience working as a Technical Support Representative troubleshooting ADSL technology or any similar related technical call centre support experience Those with 1 yr experience supporting the Australian / NZ market would have advantage Excellent English communication skills both written and oral with a neutralized accent Technical knowledge in PC troubleshooting & ADSL technology would be added advantage Degree holder preferably ECE or IT Cisco Certified (CCNA) or completed several modules for CCNA, preferred but not compulsory for Business Support Willing to work on rotating shift Engage in conference call with client and other members of the Support team or other Dept when needed as part of fault resolution process Works well as part of a team and adapts well to changes  For Technical Support – Hong Kong Min Diploma in IT with one year Technical Helpdesk experience IT knowledge of Windows OS For Hong Kong technical support, able to communicate in Cantonese and English and Mandarin ( Read and Write ) Experience dealing with corporate customers Strong understanding of Network operations (WAN, LAN) Experience supporting Internet setup/use on Windows 98/NT4/ME/2000/XP Working understanding of TCP/IP, IP Addressing and DNS Working experience in configuration and trouble shooting of CISCO hardware Strong Experience and working knowledge with configuring DSL connections, VPN, ISDN and associated hardware devices Working knowledge of modem protocols and settings, including: V90, V.34, 56Flex and the AT Command set ups Experience with other common Internet Protocols; SMTP, POP3, HTTP, HTTPS, FTP, Telnet, SSH and NNTP

In addition to an attractive remuneration and benefits package, we also offer excellent career prospects in a dynamic team environment to successful candidates. Interested applicants, please send your full resume with photograph, current & expected salary to: RECRUITMENT MANAGER E-mail: staffing.my@pacnet.com We regret that only shortlisted candidates will be notified.


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