Technical Support
5 days ago
More than just a recruitment company. At PRTR, we have been a part of our customer's success for 30 years as their total HR solutions partner. With 550 dedicated professionals and over 15,000 outsourced staff, we will continue to carry out our mission to develop a better career, a better life, and a better society, and thrive to become the No.1 people solutions organization in Southeast Asia.
Responsibilities:
- Handle technical issues highlighted by external and internal clients in a timely and professional manner via email, phone or any other approved channel of communication.
- Respond, troubleshoot 1st level, escalate / follow up and resolve cases within OLA & SLA.
- Monitor alerts – Check and resolve alert events, escalating to relevant parties when needed. Ensure monitoring systems are working properly and not triggering false alerts.
- Assist with clients and vendors integration tests / UAT. Coordinate tests with regional colleagues if needed.
- Adhere to Support Operation SOP and policies (e.g. case summary, task checklists, helpdesk, ISMS, etc.).
- Practice good discipline in attendance, punctuality and stewardship of company assets (phones, sims), ensuring smooth operations and transition between shifts.
- Communicate clearly, keeping clients, colleagues, external partners and any relevant stakeholders informed on case progress / status.
- Support maintenance or migration activities carried out to align with technical support team in HQ.
Qualifications:
- At least 1 year of working experience in supporting operations, systems monitoring and troubleshooting.
- Good verbal and written English communication skills.
- Personality traits - pleasant, self-motivated, enthusiastic, meticulous, result-oriented, responsible, independent, trustworthy, ethical, and a team player.
- Experience in server monitoring, troubleshooting and problem-solving skills.
- Ability to tolerate high pressure from demanding clients.
- Possess a Diploma/Degree in Computer Engineering, Computer Science/Information Technology or equivalent.
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