Why choose Logicalis?
As Architects of Change, Logicalis' focus is to design, support and execute clients' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability.
We strengthen our purpose: to design, support, and execute our customers' digital transformation by converging their vision with our technological expertise and knowledge of the industry. The brand refresh underpins both the evolution of Logicalis’ positioning as well as our strategic vision for growth.
Summary
Responsible to acknowledge and support current customer. Perform incident and service request handling based on ITIL. Creates, manages and update tickets based on the support requested by customers. Monitors current customer’s equipment health and escalating to senior engineer when required. Able to work 12 hours shift as part of the 24/7 shift rotation (including Weekend and
Public Holiday)
Responsibilities
Handling incident and service request:
Manning of Hotline and email escalations, responding within stipulated SLA
Validating contracts via serial numbers against system for CISCO Products
To create incident or service request tickets
To update incident or service request tickets
To update customer on current status of tickets and ticket closure
To provide 1st level troubleshooting
Preparing handover report to Service Delivery Manager and next shift
Installing and configuring routers
Deploy routers based on customers requirement
Troubleshooting issue during deployment
Update status to Service Delivery Manager or Head of Department on the completed task
Monitoring activities
To monitor health of customers equipment
To record information of current health
To update senior engineers on issue
Qualifications
Basic skills and Knowledge in IT Infrastructure products (Network, Security and System) and their installation.
Must have exceptional communication skills: Written and Verbal, customer facing, running meetings, collecting information, clarifying and confirming between numerous parties and reporting.
Able to clearly explain situations/facts to peers and Logicalis customers. Provides status reports as required.
Ability to effectively manage relationships and communicate cross-functionally toensure reporting deliverables are met and projects are driven towards completion
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