IT Support Specialist

Clarivate; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in Penang is seeking an IT Support Services Analyst to provide technical support to users globally. The ideal candidate will have 3-5 years of experience, strong troubleshooting skills, and a commitment to exceptional service. This role involves managing incidents, supporting various technologies, and collaborating with team members to ensure effective service delivery.

Qualifications

• 3 - 5 years of experience in IT support.
• Excellent communication skills in Korean & English.

Responsibilities

• Provide technical support to onsite and remote colleagues.
• Ensure effective first layer of investigation before escalation.
• Manage IT audits and incident resolutions.

Skills

Troubleshooting

Communication

Teamwork

Customer Service

Education

Microsoft Certified Technology Specialist

ITIL Foundation Certification

Tools

VMware vSphere

Cisco

Microsoft Office

Active Directory

Cloud Technologies

Job description

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We are looking for a IT Support Services Analyst to join our Customer Care in Penang. This is an amazing opportunity to work with us. The team is reporting to the Manager, IT Support Services.

This role will be providing customer sensitive and responsive technical support to Clarivate users in global offices. Also need to ensure a systematic, disciplined, and analytical approach to problem solving and ensuring agreed procedures and standards are met.

About You – experience, education, skills, and accomplishments

• The candidate must have 3 - 5 years of similar experience.
• Experience in troubleshooting (Desktop and Laptop, Telephony i.e., Cisco and Mobile Device Management technology, Printers, Supporting various technologies (Email, i5/OS emulators (AS400), Active Directory User management))
• Understanding of Cloud Technologies (like AWS, Azure, Google Cloud, Open stack)
• Understanding of networking concepts like DNS, DHCP and TCP/IP protocols
• Experience in VMware vSphere product suite
• Knowledge of Windows/Mac Operating Systems
• Knowledge of Microsoft Office applications
• Thorough understanding of how Incident Management interfaces with other ITIL processes and the value it can deliver
• Able to work effectively under deadlines in a fast-paced and changing environment on supporting roles while delivering exceptional service.
• Excellent communication, teamwork, and customer service skills
• Microsoft Certified Technology Specialist will be an added advantage
• Having ITIL Foundation Certification will be an added advantage.
  

What will you be doing in this role?

• Provide technical support to onsite and remote colleagues on IT related issues.
• Accurately record all diagnostics, communications, and resolutions in the service management toolset.
• Ensure effective first layer of investigation is completed before escalating to subject matter experts.
• Aim for First Contact Resolution on all incidents and requests.
• Resolve incidents and requests in a professional manner, within the defined SLA.
• Observe a follow up of all incidents and requests, through to completion irrespective of the assignment group.
• Ability to perform and manage IT audits.
• Confirm incident resolution with the end-user prior to marking an incident as resolved.
• Draft articles for publishing in the knowledge base.
• Share knowledge & collaborate with other team members often.
• Key process accountabilities are Incident Management, Request Fulfilment, Knowledge management, continual service improvement and trend analysis to identify recurring issues/problems.
• IT inventory management, equipment procurement, CMDB management and vendor management.
• Have a strong ability to manage own time effectively and deliver against multiple tasks with minimal supervision.
• Highly organised with an ability to remain focused and flexible in an ever-changing environment
• Ability to take ownership and solve problems independently
• Excellent communications skills in Korean & English language.
• Ability to travel as you will support other offices across APAC, if needed.
• Monitor and manage offsite backups
• Weekend or afterhours work may be required to support business functions.

Hours of Work

• You will be required to work 5 days a week, from 8:30am to 5:00pm.
  

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

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How many years' experience do you have as an Information Technology Support Specialist? Which of the following Microsoft Office products are you experienced with? Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have?

Consulting Services More than 10,000 employees

Unite with a team that reaches higher

At Clarivate, confidence, passion and courage are core to our company culture. We are not afraid to take a stand, form an opinion or lead the way. We want to make an impact and stand out from the competition.

We are game-changers who think outside of the box, just like the scientists, inventors and academics for whom we build our products and services. Our three values lie at the heart of who we are and how we behave – aim for greatness, value every voice and own your actions.

Join the team that's fueling the world's greatest breakthroughs, working together to turn ideas into reality and potential into success.

Unite with a team that reaches higher

At Clarivate, confidence, passion and courage are core to our company culture. We are not afraid to take a stand, form an opinion or lead the way. We want to make an impact and stand out from the competition.

We are game-changers who think outside of the box, just like the scientists, inventors and academics for whom we build our products and services. Our three values lie at the heart of who we are and how we behave – aim for greatness, value every voice and own your actions.

Join the team that's fueling the world's greatest breakthroughs, working together to turn ideas into reality and potential into success.

What can I earn as an Information Technology Support Specialist