Service Engineer
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Lorong Binjai, W.P. Kuala Lumpur

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Onsite

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Direct hire

|Job ID 7574|Posted Dec 10, 2024
JOB DESCRIPTION
Job Responsibilities:

Customer Service  

Incident Management :
  • Fault Rectification – To identify, rectify and escalate, if necessary, all faults on all supported systems.
  • Customer Liaison – To be the face for customer and attend customer work on-site, if require.
  • Reactive support - To provide online support to customer via collaboration tools or over phone.
  • Team Support – To provide technical support and assistance to colleagues as required.
  • Communication – To provide clear and concise status update on assigned cases and liaise with other departments where necessary.
Change Management:
  • To supervise/implement all assigned standard change duties (service/MAC/Installation)
  • To ensure work priority to any customer break/fix change requirement.
  • To ensure the correct materials and the agreed timescales are adhered to change ticket.
  • To ensuring that good working practices are always maintained.
  • To coordinate with customer for the change implementation schedule.
  • To ensure that the Company Change procedures are adhered to, and all paperwork is completed accurately, in a timely manner.
  • To ensure CMDB records are accurate and kept up to date.
Project Implementation
  • To be the face to the customer and working closely with customer’s project team.
  • Responsible to ensure that assigned projects are completed within agreed timescales.
  • Responsible to rectify issues promptly and raised to customer/management as required.
  • Responsible to liaise with customer regarding planned and actual work.
  • Responsible to keep customer updated at all times of companies requirements, delivery dates and installation dates.
  • Responsible to adhere company procedures are adhered to and all documentation is completed accurately and in a timely manner.
  • Responsible to provide clear and concise reports and documentation.
General Duties
  • Be expected attend any ad-hoc request from immediate supervisor or management.
  • Be expected to take on other duties as required of the position.
  • Be expected to extended work time as required to meet customer needs and project goals.
Experience and Skills Requirements

Must processes good knowledge:
  • 5-6 years Voice Communication technology: PABX, Dealerboard, Voice Mail, Voice Recorders (NICE/Cybertech, etc).
  • 5-6 years Server knowledge of hardware and common: MS Windows and Redhat Linux
Good to have knowledge:
  • Networking skills and Cisco products, VOIP protocols, SIP, QOS, HSRP and switching technologies.
  • Virtualize Platform, VMWare; KVM
  • Dell PowerEdge Rack Servers platform
  • Certification, MSCA, RHCSA, CCNA or equivalent Associate level certification will be added advantage.
  • Ability to demonstrable troubleshooting skills to above technology knowledge is essential.
  • Exposure to supporting the financial services industry.
  • Excellent communication and customer facing skills.
Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. 

We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact us.

All applicants applying must be legally authorized to work in the country of employment.