WE’RE RECRUITING!
As one of Cyberjaya's fastest growing MSPs, we’re on the lookout for a Video Support Engineer!
Location:
Cyberjaya, Malaysia
Salary:
Competitive Base + Shift Allowance + Benefits
Job Type:
Permanent, Full-time, Hybrid work arrangement
Hours: 40h per week on a Rotational Shift Pattern covering Mornings, Afternoons, Evenings and WeekendsAn opportunity has arisen to join a growing support team as a Video Support Engineer.This is a First Line technical position, and the principal responsibilities are to support virtual live events on various platforms such as Cisco Codian, Microsoft Teams, and Zoom, providing concierge services throughout the events.The primary objective is to ensure highest level of customer satisfaction through delivery of successful live events and meetings as experienced by the customer.This role is also responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionalities.
Responsibilities:
- Being the first point of contact for Nasstar customers - answer telephone calls from clients and their users, ensuring a professional manner is maintained throughout and assessing the impact and urgency of the issue being reported
- Working with peers and mentors to progress your own working knowledge, communicating with the team and leaders on any struggling issues
- Actively manage and maintain a list of assigned tickets, ensuring they are regularly updated in-line with SLAs and any investigative work is documented within
- Keeping customers informed and updated with the progression of their issue
- Maintain good work relationships with vendors, ensuring any escalations are monitored and updated on a regular basis
- Manage and maintain users within Active Directory and Office 365
- Release of emails from spam gateways
- Review pro-active alerts and try to resolve where possible
What you will be doing:
- Set up video events sessions on the various platforms infrastructure systems and launch the video conferences at scheduled time
- Manage and support assigned video events until completion, remaining focused on the customer at all times
- Provide Live Assist, Meet & Greet and Dedicated Engineer services for customer video conferences
- Perform first line troubleshooting with the customer's local site support for problems that occurs during video events
- Open incident tickets against all issues reported into the centralized CSM/ITSM tool i.e. ServiceNow accurately and concisely
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve or to escalate reported issues
- Liaise closely with the Client Service team and Technical team and ensuring continual progression
- Following standard procedures for proper escalation of unresolved issues to the relevant fulfilment teams
- Maintain internal and customer CMDB records keeping them evergreen
- Perform relevant MACD updates based on customer requests
What we are looking for:
- Ability to provide step-by-step technical help, both written and verbal
- Good understanding of computer systems, mobile devices and other tech products
- Previous Customer Support Specialist experience
- Ability to diagnose and troubleshoot basic technical issues
- Experience with CSM/ITSM tool i.e. ServiceNow and Citrix
- Exposure to Microsoft Teams, Zoom and similar meeting solutions
- Excellent written and verbal communication skills
- Previous IT Service experience
Desirable:
- Service-related certification such as SDI or ITIL
- Additional certification in Microsoft, Cisco or similar technologies
About Nasstar
At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today’s business landscape.More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with!www.nasstar.com
What you can expect from us in return
At Nasstar, we think it’s important to look after our employees. In addition to a market standard pay, supportive teams and real chance to progress your career, we offer a range of benefits which include:Holiday: 20 days’ annual leave entitlement, plus public holidays
Medical Insurance Enrolment:
Will take place after probation is passed
Shift, Travel & Parking Allowance
Overtime:
All staff are eligible for overtime (if required)
Training:
Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful
Office Location & Environment:
Working in a modern new office with good facilities in the immediate location
Reasons to choose a career with Nasstar:
We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.Which career path will you choose?
Equal Opportunities:
Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.By embracing diversity, practising inclusion, and striving for equity, we aim to be a leader in our industry and a model for organisations worldwide.Diversity is not just a statement; it's our way of life at Nasstar.
A note for agencies:
Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.
