Information Technology Support Engineer
CurrentEffectively handles all activities within the service outage assurance process and it’s all related systems/tools with deep understanding and vast experience. Defining and prioritize outage severity by examine potential cause of problem via thorough technical diagnosis based on information collected. • To operate Customer Service Operation Center in providing 24 x 7 Fault Handling nationwide for all TM ONE Managed and Unmanaged Services Customers. • Managing large amounts of inbound and outbound calls in a timely manner besides identifying customers’ needs, clarify information, research every issue and providing solutions.• To execute first level trouble-shooting support services to diagnose fault in order to minimize trouble report creation for all TM ONE product and services due to customer premise equipment.• Proactively monitored all product managed for all TM ONE product using the toll as SFMCE, ISPEED.• To execute ICT product whether own device or vendor’s device• To execute effective coordination and tracking of the Trouble Report with the stakeholder and vendors for immediate response and resolution to exceed customers’ satisfaction.• To implement faults management process through effective Trouble Ticket coordination, escalation, tracking and resolution. • To ensure progress of resolution work is updated frequently (KCI) to the customers via call and other communication medium until fault is restored and verified by the customers.• To ensure the escalation plan for internal and external customers run smoothly based on escalation procedure• To attend the technical in-house training and external certification in order to meet and exceed the core competencies & professionalism in supporting the customers.• To execute and identify fault within capability level 1 and escalate case to second level for all logical issue resolved.
