Junior Customer Engineer (Protege RTW)

Job Responsibilities:

1. Respond to and perform corrective maintenance tasks within SLA timeframes after receiving problem logs via various communication channels such as WhatsApp, fax, email, or phone calls from the Customer Care Unit or directly from customers.
2. Update the Customer Care Unit promptly to ensure proper logging and tracking of issues.
3. Understand the SLAs for all assigned customers and projects.
4. Ensure that all tasks and activities are completed within the specified SLA timeframes to meet customer expectations.

Customer Communication:

1. Contact customers to clarify issues and gather detailed information upon receiving problem logs from the Customer Care Unit.
2. Provide clear and concise updates to customers regarding the status of their issues.

Routine Maintenance and Installation:

1. Perform routine preventive and corrective maintenance on personal computers, laptops, printers, and their peripherals.
2. Assist in the installation and configuration of IT equipment for customers.
3. Assist Senior Customer Engineers (SEC/CE) in performing routine preventive and corrective maintenance on servers, network equipment, and other complex IT systems.
4. Support senior engineers during the installation of servers and network devices.

Documentation and Reporting:

1. Accurately record all activities and problem resolutions in the Customer Care System and Time Sheet Record (TSR).
2. Provide daily maintenance reports to the Customer Care Unit for HQ locations, and monthly reports for remote sites.

Equipment Monitoring and Warranty Management:

1. Monitor the status of faulty equipment that has been sent for repair or warranty claims.
2. Ensure that repaired or replacement equipment is returned to the customer promptly and that a loaner unit is provided within the SLA if necessary.

Daily Activity Updates:

1. Report daily on all activities performed to your supervisor, ensuring transparency and accountability in your work.
2. Maintain positive and professional relationships with customers and colleagues, fostering a collaborative and supportive work environment.
3. Stay updated on the latest technologies and best practices related to IT support and maintenance.
4. Participate in training and development opportunities to enhance technical skills and knowledge.

Job Requirements:

1. Bachelor Degree in Computer Studies.
2. Required skill(s): MS Word, Excel, PowerPoint;
3. Required language(s): Bahasa Malaysia & English;
4. Fresh graduates with less than 1 year working experience;
5. Minimum CGPA of 3.0;
6. Possess own transportation and must be willing to travel;
7. Able to work independently;
8. Hardworking, disciplined, punctual, good in communication skills, willing to learn, honest and trustworthy in work;

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Company Overview: Computer Software & Networking - 51-100 employees We are an established Malaysian organisation offering a wide variety of IT infrastructure services including customised software applications, systems integration and development support. As part of our advancement programme, we welcome dedicated professionals to join our team. #J-18808-Ljbffr