Green Packet Berhad is an international technology company founded in Silicon Valley, USA listed on the Main Board of Bursa Malaysia Securities Berhad. Our headquarters is now based in Petaling Jaya, Selangor.
We are a developer and integrator of solutions and value added services (VAS) for the telecommunications sector. Leveraging and enhancing our capabilities, Green Packet through our subsidiary, Packet One Networks (Malaysia) Sdn Bhd or P1 - Malaysia's first and leading WiMAX telecommunication company - is leading the way in transforming Malaysia into a regional and global WiMAX hub.
At Green Packet, we do not only produce quality products and services, we develop highly talented people as well. People who journey with us on this unprecedented growth will experience a new level of personal enrichment, supported by a fun collaborative work team and a conducive work environment.
Nurturing and preserving a set of core values, we focus on delivering exceptional results through teamwork, innovatively and passionately, delighting our customers each time and every time.
Share our ambitions and vision. Join our united team!
Team Leader, Customer Service
Responsibilities:
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Performs operations and troubleshooting requiring deep level of expertise in corresponding technical areas |
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Charter activities includes Configuration Management, Case Incident Management,Problem Management, Change Management, Availability Management, Capacity Management and Operation Management |
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Handle Incident and problem error |
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Request for Change (RFC) Analyst |
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Demonstrate leadership and provide technical expertise on task performance to those with less experience |
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Define and ensure adherence of technical process, deploy tools to continously improve the quality and efficiency of delivery services |
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Overall technical ownership |
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Incident and Case Management |
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Ownership of the account related technical documentation |
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Communicate to operations staff/customer any planned or unplanned disruption of business |
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Focus on Quality of Service with problem trend analysis, deep level root cause analysis and tracking of actions to eliminate recurring incidences with preventive actions |
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Prepare and review system performance and availability reports on servers, monitoring key process indicators such as uptime, event triggers, daily backup success rate, taking action when there is deviation from acceptable targets |
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Prepare and provide Training and Training materials to on-board staff |
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Documentation and reporting |
Requirements:
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Degree in Computer Science or related field with at least 3 years experience in Technical Supporte |
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Have proven experience in supporting Broadband Internet Devices (US230/UM230/DS300/DV230) |
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Method and procedures to troubleshoot the devices connected with the Client Device (Computer System) |
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Has entensive and trained knowledge to provide technical support on the OS (Operating System) paltform
(Limited to Microsoft Windows XP Operating System Only) |
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