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Customer Engineer (Onsite)

IT - General
Full-Time
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SUNGAI BESI, Kuala Lumpur

About The Job

  • Taking over the ownership of those incidents which call center not able to handle and professionally managing them through to resolution within SLA 
  • Attend to users on desktop related issues onsite, remote support and via phone if possible (Troubleshoot and Resolve) 
  • Providing technical assistances / advises to call center while they are facing difficulty on resolving the incidents 
  • Updating call center the status of the incidents assigned and ensuring they are resolved within SLA 
  • Escalate ticket Level 3 (Apps Team, Network Team, Wintel Team, and etc) support or other teams via IT Service Desk if the issues are not able to solve by Onsite Engineer 
  • Provide hardware support (desktop, laptop, mobile devices and printers) and application support at desktop support level 
  • To assist branch engineers on troubleshooting desktop related issues 
  • Onsite Engineer to set the ticket to Resolved upon confirmation by user confirmed by user on the resolution 
  • Developing workarounds / fixes for the new incidents 
  • Documenting all new resolutions and testing them to ensure completeness. Publish those documents in the knowledgebase for the use of the team 

Job Requirements

  1. Diploma/Degree in IT. 
  2. Experience in IT is added advantage.

Our Culture

OUR VALUES

Mission
Our mission is to provide our clients with a “Peace of Mind” in helping them to Design, Build, Manage, Support and Host IT Solutions.

Vision
Our vision is to excel as a global provider of IT services and products, while continuously setting new standards in customer service and team member satisfaction.

Values
  • Truth and Integrity
We always deal in truth - even if it means losing a deal. We are interested in long term relationships and success, not short term gain. We will always do our best to over-deliver. In other words, our operating principle is “Always doing the right thing, even if nobody is watching”.

  • Our Rule Of Thumb
“You reap what you sow” and we practice that in everything that we do. We treat others, our customers, our team members and our vendors as we would like to be treated; with utmost integrity, respect, dignity, gentleness and candidness. We also know that we are not perfect and that we will make mistakes but we are committed to learn from our mistakes. We are not afraid of admitting a mistake and offering an apology including the corrective action.

  • Flexibility
We always go out of our way for our customers and team members. We don’t go “by the book” always. We will bend the internal MTS rules and make things easy when it’s in the best interest of our customers and team members. Our motto is “Committed to decisions, flexible in approach”.

  • Family
Our team members, our customers and our vendors are our extended family. We treat each other as family.

  • Servant Leadership
We believe in Servant Leadership. We expect our team leaders to focus on serving the physical, emotional, spiritual, family and professional needs of the MTS team members to help them unleash their true potential. We believe our team members need to communicate freely with each other and point areas of improvement. We believe in positive and constructive feedback given with gentleness and utmost respect.

  • Commitment to Excellence
We recognize and reward outstanding performance. We will not tolerate mediocrity in the work place. We are obsessed with customer service. We are focused on giving our customers our best effort always.

ABOUT US

Micro Technology Solution Sdn Bhd (MTS) is a Malaysian based IT services firm providing a variety of solutions on a nationwide basis.

MTS is specialized in providing IT solutions and services to a diverse client base and focused on delivering IT initiatives more efficiently, cost effectively and with less risk, thus allowing our clients to improve profitability and drive business growth. Other than that, MTS enable IT departments to offer Software and IT as a Service to their internal users by helping to create a private cloud using server and desktop virtualization.

Over the years we have provided IT solutions and services to customers of all sizes across all verticals (Commercial, Education, Banking, Federal Government, State/Local Government) both direct and indirect (in collaboration with our top tier vendors).

MTS was established in 2003 and has grown to be one of most the recognized and preferred choice solution integrator in Information Technology industry throughout Malaysia. Our corporate office is located in Lake Fields, Sg. Besi and at the same time we provide services across the Malaysia on a nationwide basis via our support locations strategically located at all major and small cities.

Who We Are

MTS is the Microsoft Silver Partner, EMC Tier 2 Partner, VMware Professional Partner, Huawei Symantec Certified Service Partner, Trend Micro Authorized Service Partner and VEEAM Partner. To bring valuable solutions to our customers, MTS has also established relationships with many other top tier vendors. MTS provides expertise in the implementation and support in a variety of solutions. Here are some of them:
• Messaging: Microsoft Infrastructure (Exchange & AD), Lotus Domino, Mailnow!
• Server Virtualization - Microsoft Hyper-V, VMware
• Desktop Virtualization - Microsoft, VMware
• Application Virtualization - Microsoft, VMware, Novell
• User Profile Virtualization – AppSense
• Storage – EMC, NetApp, HP,IBM, Dell (EqualLogic & Compellent)
• Virtualization Management, Monitoring and Backup: VEEAM, Quest (Vfoglight)
• Thin Clients: Wyse, HP
• Hardware Servers: HP, IBM, Dell, SGI, NEC
• Email and Internet Security: Huawei Symantec, Cisco/IronPort, MacAfee
• Virus Protection: Symantec, TrendMicro, Sophos
• Back Up Software, Email Archiving: Symantec, EMC
• Firewall: Fortigate, Checkpoint, Huawei, Cisco, Juniper
• Asset Management: Altiris, LANDesk, Scriptlogic

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