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Regional Service Desk Technical Support - L2 (Korean speaking) - Ricoh (Malaysia) Sdn. Bhd. - 4647675 | JobStreet

 

 

Regional Service Desk Technical Support - L2 (Korean speaking)

Ricoh (Malaysia) Sdn. Bhd.

Selangor

MYR 9,000 - MYR 12,000

Posted 22 hours ago

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Regional Service Desk Technical Support - L2 (Korean speaking)

Ricoh (Malaysia) Sdn. Bhd.

Apply Now

Job Description

Job Purpose

The Second Line Support Service is for user related Incidents which are too time-consuming, uncommon, or technical for first-line support.  Typically, these are issues which need further investigation and/or require remote access the user machine in order to resolve the Incident.

 

 

 

 

 

Key Responsibilities

• Provide designated Second Line Support to receive tickets from the First Line Support Desk or escalations from Support engineers.
• Provide support Monday to Friday from 8:00 am to 4:00 pm in English & Korean language.
• Maintain Ticket queues based on geographical location of Customer sites.
• Log all Tickets in English.  For clarity, additional information provided by users (for example an email) may be attached to the Ticket in local languages where this has been provided by the First Line Support Desk or from a EUC User.
• Investigation, diagnosis and where possible resolution of Tickets which cannot be resolved at First Line Support Desk.
• Raise a Smart Hands or Deskside Ticket for On-site Engineers to physically attend site.
• Remotely assist On-site and Dispatch engineers where required.
• Escalate Incidents which cannot be resolved by Second Line Support Desk to Third Line Support.  Resolution in this case should be a collaborative effort between the Second and Third Line Support desks with the Second Line Support Desk managing the ticket.  Examples of escalations include: Retail Escalations; see Retail Support Escalations Infrastructure; Customer Infrastructure Support team Network; Customer Network Support Team; EUC; Workplace Productivity Team.
• Use Customer owned remote control tools to access EUC Devices for the purpose of diagnosis and resolution of a Service Request or Incident.
• Use Customer owned software distribution tools to deliver/reinstall applications for the purpose of resolution of a Service Request or Incident.
• Create knowledge articles on known problems for the First Line Support Desk to enable resolution of tickets at first line.
• Contact new users either by instant messenger or email with 24 hours of an IMAC in supported languages.
• Take day-to-day work directive from the SOC End User Compute Manager based in Poland.

 

 

 

 

Key Performance Measures

Resolution of incidents, requests and problems in line with:

• End-user satisfaction with services.
• Contribution to team goals, objectives and team meetings.
• Creation / update of the documentation within the managed area.

 

 

 

 

 

Qualification, Knowledge & Skill

• Technical degree (computer science, information systems, engineering) or equivalent experience in a related field is required.
• Minimum 3 years of related work experience including a demonstrated track record of success in software and hardware troubleshooting on laptops, desktops, servers and network equipment.
• Microsoft Certification (MCSA/MOS) and Network+ Certification preferred.
• Experience with remote solutions, such as Citrix, Terminal Server and VPN.
• Experience with Cisco and Broadsoft VOIP.
• Experience with Apple Hardware and MAC OS X.
• Experience with enterprise mobile devices.
• Good problem solving skills.
• Ability to fully integrate into the customer's environment.
• Ability to develop and maintain strong customer relationships.

 

 

 

 

 

 

Additional Information

Career Level

Senior Executive

Qualification

Bachelor's Degree, Post Graduate Diploma, Professional Degree

Years of Experience

3 years

Job Type

Full-Time

Job Specializations

Services, Tech & Helpdesk Support

 

 

 

Company Overview

Ricoh began marketing Ricoh brand PPCs (Plain Paper Copiers) in 1981 in both the North American and European markets. As a key player in the global office computerization and networking boom, in just two decades, Ricoh has become a leader in digital office solutions. Now with 81,184 employees and offices in around 200 countries, the Ricoh Group has built one of the industry's most extensive sales and support network.

Our powerful global network serves the needs of a diversified customer base. With a turnover of over US$15billion, we are a leading Global 500 Company. As part of the Ricoh family, Ricoh (Malaysia) Sdn Bhd, formerly known as Inchcape NRG (Malaysia) Sdn Bhd, distributes an established range of Ricoh products. In line with our expansion program, we are looking for dynamic individuals to become part of our exciting and growing team of professionals.

In Year 2017, Ricoh Malaysia has been presented Silver Award for Employer of Choice 2017 by MIHRM.
This is a testimonial and recognition of all Ricoh employees of our persistent dedication and commitment towards achieving the Company's goal as one TEAM.

 

 

 

 

 

Additional Company Information

Registration No.

10078-W

Company Size

201 - 500 Employees

Average Processing Time

22 days

Industry

Computer/Information Technology (Hardware)

Benefits & Others

Dental, Miscellaneous allowance, Medical, Loans, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Additional 3% voluntary EPF contribution by Employer.