Install and configure software and computer systems. Troubleshoot and resolve issues with software or hardware. Walk colleagues through steps to help them resolve their technical problems and support the implementation of new solutions or applications.   Duties and responsibilities • Provide support to all end users at Head Office and branches, finding viable and efficient solution to issues. • System administration implementation and operation of mission critical hardware and system software. • Handling new employee onboarding and offboarding. • Provide end user support on daily IT operational. • Ensure and support end-user device is working fine e.g inspect and repair laptop   Qualifications and requirements • Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Computer Science/Information Technology or equivalent. • Good interpersonal & communication skills • Applicants must be willing to work in Puchong Selangor. • Able to use Internet as a tool for research. • Ability to communicate resolutions of technical problems quickly and clearly. • Experience in programming will be added advantage • Undertake ad-hoc assignments when required

We are looking for passionate, motivated, and highly skilled individuals to be the front liner for all Redtone’s customers; providing the best customer experience for all telecommunications services offered by the company.   Duties and responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email and other channels of communication.
• Able to perform remote troubleshooting through diagnostic techniques and pertinent questions related to technical and network.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel
• Follow-up and update customer status and information on a timely manner as per standard guidelines by the company.
• Work closely with internal teams and departments to resolve all customer related complaints and outages.
• Pro-actively monitor live circuits & nodes, perform the right escalation, communicate efficiently and accurately to the customer and preparation of relevant reports but not limited to root cause analysis and service interruption report.
• Continuous performance improvement of sites; by mitigation on faults, root cause analysis, weekly meetings and quarterly meetings with internal and external (service providers) teams to ensure sites KPI are met.
• Able to deliver exceptional performance and take up additional assignment and tasks related to the operations department as part of the company’s continuous efforts for service improvement.

  Qualifications and requirements

• Candidate must possess at least a bachelor’s degree in IT, Computer Science, Telecommunications or Network. (Fresh graduates are encouraged to apply)
• Excellent communication skills with proficiency in multiple languages a plus.
• Self-driven, achievement oriented and Strong Can-Do attitude
• Ability to communicate professionally with clients, regulatory bodies, and partners.
• A team player and must be able to work on shift (6am to 6pm, 6pm to 6am, 4days work and 3 days off)

  Skills and experience

• Experienced in IT or Telco industry will be an added advantage
• Ability to diagnose and resolve basic technical & network related incidents.
• Good Interpersonal & Intrapersonal skills.

  Knowledge

• Basic IT troubleshooting on telecommunication infrastructure and network.
• Well verse with MS Excel, Power Point and Word.
• Able construct reports, SOP documents and presentations.
• Proficient in written English.
• Excellent communication skills.
• Creative thinking, information seeking and problem solving skills.