Specialist - Global Technical Support Operations

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 31,471 - 52,452; Full time

Benefits offered by this job

Salary up to RM4,700

Medical Insurance

Job summary

Scicom MSC Berhad in Kuala Lumpur is seeking a Customer Support & Case Management specialist to provide technical assistance for Lenovo ISG products including servers, storage, and networking solutions. You will handle non-voice interactions via eTicket and chat, with voice support as needed.

Responsibilities include logging, triaging, and documenting cases, guiding customers through problem isolation, and maintaining timely updates while ensuring SLA compliance across a 24x7 rotating shift

Qualifications

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field.
• Basic technical knowledge of enterprise data center technologies (servers, storage, networking).
• Experience using case management or ticketing systems for case logging, service request creation, escalation, and documentation.
• Basic understanding of incident management processes.
• Good understanding of SLAs and support operations.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Ability to multitask between technical troubleshooting and administrative responsibilities.

Responsibilities

• Provide technical support for Lenovo ISG products via non-voice channels (eTicket and Chat); voice support may be required.
• Create, update, route, and maintain technical support cases in internal systems; assess issue severity and prioritize routing.
• Monitor global support queues and coordinate with engineers, partners, and stakeholders to maintain workflows.
• Track case progress, follow up on actions, and provide timely updates to customers.
• Analyze case trends and optimize workflows; use dashboards/analytics to monitor volumes and performance.
• Translate technical findings into clear customer communications and actions for resolution.
• Support customers worldwide in a 24x7 rotating shift environment.

Skills

Written communication

Verbal communication

Analytical skills

Problem solving

Multitasking

English proficiency

Education

IT/CS/Engineering degree

Tools

Case management systems

Power BI

Power Automate

Job description

Key Responsibilities

Customer Support & Case Management

• Provide technical support for Lenovo Infrastructure Solutions Group (ISG) products including servers, storage, and networking solutions.
• Manage customer interactions primarily through non-voice channels (eTicket and Chat). Voice support may be required based on business needs.
• Perform Level 1 technical information gathering, issue triage, basic troubleshooting, and documentation.
• Guide customers through problem isolation, log collection, and service data gathering.
• Create, update, route, and maintain technical support cases using internal case management systems.
• Accurately assess issue severity and prioritize case routing based on business impact.

Operational Coordination

• Monitor global support queues to ensure balanced workload distribution and timely case assignment.
• Coordinate with technical support engineers, service partners, and internal stakeholders to maintain uninterrupted case workflows.
• Track case progress, follow up on pending actions, and ensure customers receive timely updates.
• Monitor Service Level Agreements (SLAs) and proactively prevent support breaches.
• Provide incident status updates for business-critical customer cases.

Strategic Support Operations

• Analyze case trends and identify operational bottlenecks for continuous process improvement.
• Assist in optimizing workflows and enabling proactive support operations.
• Utilize operational dashboards and analytics to monitor case volumes, response times, and service performance.

Customer Communication

• Translate technical findings into clear, customer-friendly communications.
• Bridge communication between customers and technical support teams.
• Provide action plans, follow-up updates, and resolution summaries.
• Collect customer feedback throughout the support lifecycle to enhance service quality.

Global Operations

• Support customers worldwide in a 24x7 follow-the-sun operating environment.
• Work rotating shifts, including weekends and public holidays, as required.

Required Qualifications

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Basic technical knowledge of enterprise data center technologies, including and not limited to: Servers, Storage systems, Networking solutions, etc.
• Experience using case management or ticketing systems for:
  • Case logging
  • Service request creation
  • Escalation management
  • Case documentation
• Basic understanding of incident management processes.
• Good understanding of Service Level Agreements (SLAs) and support operations.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Ability to multitask between technical troubleshooting and administrative responsibilities.
• Strong organizational skills with attention to detail.
• Customer-focused mindset with professional interpersonal skills.
• Willingness to work in a 24x7 rotating shift environment.

Preferred Qualifications (Nice to Have)

• Additional language proficiency to support global customers
• Experience supporting enterprise infrastructure or data center environments.
• Familiarity with Microsoft Power BI and Power Automate or similar tools.
• Experience using AI-powered productivity tools and workflow automation solutions.
• Experience working in a global technical support or shared services environment.

The Package:

• Attractive Salary: Up To RM4,700.
• Performance related allowance for confirmed staff.
• Medical Insurance provided.
• Working location: Kuala Lumpur.