Junior Service Engineers required for one of the fastest-growing MSPs Cyberjaya, Malaysia
Location : Cyberjaya, Malaysia
Nasstar is a managed service specialist. We deliver an integrated suite of services from cloud computing to networking and communication solutions to provide businesses with greater flexibility and efficiencies.
Nasstar is the business and technology partner that delivers IT without drama.
We stop IT from ever becoming a problem. We manage and protect your systems. We support your employees and help service your customers. And we identify opportunities to help migrate your applications and infrastructure into multi-cloud environments, keeping your costs down and your productivity up.
And we do it without you even noticing us. Leaving you free to get back to what you do best – driving business value.
With Nasstar, your IT just works.
Details of our businesses and our outstanding achievements so far can be found on our websites:-
To provide the first point of professional contact for Nasstar’s Managed Service customers with the aim to fix on first contact. This will be achieved by troubleshooting and diagnosis and where this cannot be resolved to ensure the effective escalation to the Escalations Team for resolution. Target resolution rate is greater than 80% of all incidents.
About the Role:
Nasstar Service Desk Engineers will be required to progress all support incidents in line with customer SLA’s ensuring a professional and effective approach to first-time resolution ensuring a proactive and agile management of tickets and the ability to constantly re-evaluate priorities.
You will be part of a team of operations engineers which will be required to work a shift pattern covering EMEIA, US and APAC time zones.
Main Responsibilities will include:
Ticket Management – Responsible for ownership and resolution of customer incident tickets which will include extensive end-user direct communication via live agent web chat, e-mail, and phone.
Queue Ownership – Being responsible for tickets that are assigned to yourself. You must ensure that internal KPI’s are achieved such as SLA targets and key that tickets are progressed in line with SOP.
Formation Tactics – During a shift you are expected to adhere to deskside formation tactics, these benefit the customer as we ensure that the right levels of agents / engineer are available to manage inbound incidents, calls, and other ticket activity.
Process Compliance - Ensuring adherence to the current service operations processes and work procedures. Embrace continual change and process improvement necessary to improve and maximise the effectiveness of the Service Desk.
KPI Management & Success - You will ensure that all KPI's are met and that you are striving for high standards being delivered be that an internal or customer-facing KPI.
Communication - Proactively update the customer through to closure of the ticket. You must be able to express ideas and information clearly and concisely.
What we’d like from you:
The best help desk technicians put end users first, always. This means making your current end user’s problem appear to be your number one priority, even if you don’t view it as a pressing issue.
To be a successful help desk technician, you must have business awareness. This means immediately asking an end user where they are calling from and about their role within the company. Knowing this gives the help desk technician a gauge for how critical the end user’s problem is.
Being able to technically analyze a situation is key to solving end user problems and shining in the role of help desk technician. To effectively analyze an end user’s issue, you must ask targeted questions about what they are experiencing.
Being willing to learn is one of the most critical qualities of an exceptional help desk technician. A willingness to learn takes humility and the ability to accept constructive criticism from your peers. This characteristic is very attractive to employers; virtually every company wants to hire employees who are lifelong learners
Patience serves help desk technicians well. When IT pros choose to be patient with themselves as well as with others, they are better able to quickly get to the bottom of issues and find solutions.
If you meet these criteria and also possess a strategic, analytical mind, we’d like to hear from you.
What you can expect from us in return
At Nasstar, 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
Why choose a career with Nasstar?
Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training and development programmes available, at Nasstar the opportunities for growth are endless.