Country/Region: MY

Requisition ID: 37960

Work Model: Hybrid

Position Type: Permanent

Salary Range:

Location: MALAYSIA - KUALALUMPUR - TENAGA - JALANBANGSAR

Title: Engineer-Cloud & Infra Engg

Description:

Empowered By Innovation
Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.
Job Specification
Job Title: End User Services Engineer Job Level:
Kualalumpur , Malayasia
Fulltime
Role Overview
The purpose of the role is to resolve technical issues and requests onsite that remote functions are unable to address. The role represents the Technology team in onsite incident, problem management, projects and software delivery.
The role also builds relationships with other international support teams to create a cohesive support team, consult with local business and senior leadership to evaluate support requirements and execution planning. Finally, the role drive local optimization efforts and technology adoption of end user services related applications and systems.
Responsibilities
Analyses and resolves information system issues related to the desktop computing environment, network applications, production applications, and hardware.
Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades. Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk. Local asset management.
Support and maintain local conference and meeting room equipment
To ensure that all logged tickets are consistently acknowledged, prioritized, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
Manage calls with 3rd party suppliers where necessary through to closure
Escalate calls where necessary to the support manager, report on status of outstanding calls
Builds relationships with other international support teams to create a cohesive support team
Assist senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
Consult with local business and senior leadership to evaluate support requirements and execution planning.
Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
Drive technology adoption of end user services related to applications and systems
Support Audits (internal & external), Certifications and GDPR related activities alongside other tech functions and business.
Technical support for local applications where applicable alongside other tech or business teams.
Excellent technical knowledge in all key areas of EUS technologies, e.g.
Windows and Mac OS
Microsoft Office 2016, Office 365 & Teams o iOS and Android devices o Hardware and Peripherals o Mobile devices
Skills about o Call Management Systems, especially Service Now o Teams conferencing and enterprise voice
Audio visual systems (TV/Projector systems) and conference technology o SCCM
Basic Network Skills o ITIL certified
Experience in working in an international environment
Personal Skills:
Ability to communicate effectively with members of the support team, customers and 3rd parties
Ambitious and articulate with a desire to progress their career
Excellent customer service skills
Well presented
Ability to stay calm under pressure
Organized approach to work
Ability to manage multiple tasks at the same time
Positive and adaptable attitude
Collaborative workstyle
English Language Skills