The 24×7 Production Support will provide an IT Support within a 12 hour – 24×7 shift environment supportingcustomers/users and delivering functions under the Managed Services Portfolio.
Support servers, applications, and other IT platforms.
Acts as the escalation point for complex customer issues from technical support personnel.
Own the day-to-day incident and problem management processes for Managed Services, ensuring that all incidents andproblems are acknowledged and status accepted by Managed Services; Manage resolutions to SLA targets.
Work with different levels of the Technical support team to escalate more complex issues for resolution.
Provides appropriate personnel a precise understanding of user’s issues when the problem needs to be escalated to ahigher level. Acts as a liaison to users regarding issues or requested changes.
Monitors incoming cases and emails and escalate it in accordance with Service Level Standards (SLS) guidelines.
Assist the regional and global team on major and critical issue.Further responsibilities
Participates in customer requested conference calls.
To produce knowledge articles and information to be distributed amongst the team.
Perform other tasks as assigned.
2+ years’ experience in IT support field.
Degree in a computer-related field, MIS, IT, or related field skills, or the equivalent combination of training and experience.
A general understanding of the IT architectures including Network (Router/Firewall), Server (Windows/Linux) and Internet.
Excellent customer service, communication, teamwork, reliability, and consistency in quality of work.
Comfortable working independently, but has experience working in a team environment.
Excellent communication skills, interpersonal, oral, and written.
Strong aptitude and desire to learn new technologies and tools
Able to work on a shift rota to ensure full 24 x 7 onsite coverage is provided to clients based on analternating day and night time shift pattern. You will be expected to work in shift, weekends andpublic holidays.
Desired requirements /skills /experience
Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concisemanner to a variety of audience.
ITIL Foundation Level knowledge, certification preferred.
Flexible nature which will adapt to additional products entering the Managed Services portfolio later along the line.
· Mid-level 45K-60K – Able to communicate and written in English
· Senior-level 70K-80K – Good command English both written and speaking
– Five-day work week
– Flexible working hours
– Life insurance
– Medical insurance
– Dental insurance
– 15 days of annual leave
– Provident Fund
– Performance bonus
– Fitness Membership
– VISA and Work permit
Working location: Bangkok, Thailand
Max Gross Salary (USD)2,001 - 2,500