Total 8 information technology job vacancies in Customer Service category in Johor Bahru, Johor

The Trading Support Engineer is primarily responsible for managing DTL’s trading environment and ensuring that everything runs smoothly. This involves configuring, monitoring and optimising the firm’s trading with a focus on risk management and control. We are looking for dependable individuals with a can-do attitude and exceptional attention to detail.

The team oversees core operational processes and participates in projects and initiatives that will help streamline critical workflows. As a Trading Support Engineer, you will be able to gain extensive exposure to market access, trade monitoring, process optimization, system enhancement, alpha management and automation.

Responsibilities

• Monitor global trading activities and analyse and troubleshoot issues that may arise in the normal course of business in a timely and accurate manner
• Work collaboratively with researchers and developers and be their first line of support for any queries
• Identify opportunities to automate and streamline legacy processes to enhance productivity and controls
• Analyze post-trade data to evaluate the performance of trading strategies and algorithms in different stock markets and identify potential trading risks

Qualifications

• Proficient in Python scripting
• Comfortable with Linux (from support/ monitoring perspective)
• Strong business judgement and ability to identify and escalate issues
• Excellent problem-solving skills

The following are bonuses

• Understanding of market data/ order entry systems
• Interest in the financial markets
• Open to work in night shift hours

Key Responsibilities:

• Retain and grow customer accounts with incremental commitment
• Develop and leverage relationships to improve customer retention
• Manage renewal process and negotiate multi-variable contracts
• Develop strategy to ensure assigned accounts are renewed on a timely manner
• Monitor outstanding renewals and develop a robust follow-up system
• Contacting and follow-up with customers and partners to ensure a timely renewal process
• Preparing renewal quotes for current contracts
• Cooperating with the sales team and assist in selling renewals and promoting up-sell opportunities
• Be the principal point of contact for key customers and leverage on the internal resources to meet their requirements
• Act as the customer champion with consistency on areas of improvement and initiatives to retain our customers through better product and service output
• Provide accurate and timely forecasts on a periodic basis

Qualifications:

• Bachelor's degree in Business Administration, Computer Science, Engineering, or related field
• Experience in a sales capacity within the technology or software industry preferred
• Strong understanding of SI services and solutions.
• Excellent communication, negotiation, and interpersonal skills.
• Strategic mindset with a focus on achieving targets.
• Adaptability to fast-paced environments

Key Responsibilities

· Technical Support

o Support IT infrastructure (PCs, physical and virtual servers, storage, network, on-premises and cloud) i.e. systems provisioning, installations, configurations as well as monitoring and maintenance.

o Provide L2 technical support and advice to users on systems-related issues or queries.

o Perform systems administration/maintenance and works toward continuous optimization of systems performance.

o Standby with on-call availability with varied shifts including nights, weekends and holidays.

o Improve governance (policies, standards, guidelines) on successful delivery outcomes e.g. industry compliances, delivery frameworks/playbooks, port-mortem reviews, documentations

· Cross group collaboration

o Work closely with all technical group to on-board technical knowledge of solution offerings, inclusive of vendors and partners as needed

Qualifications/Experience/Knowledge

· Diploma/Degree or equivalent

· Min. 2-3 years of experience preferred.

· Technical knowledge infra stacks i.e. x86, Unix, storage and backups, networks, security, desktops/laptops/devices, servers

· Knowledge of OS – Linux, Windows OS, Mac OS, and Servers Operating Systems.

· Knowledge of Virtual Machines – VMware, Hyper-V

· Knowledge of Cloud – AWS, Azure, M365, Microsoft Intune, Alibaba, Huawei.

· Knowledge of network architecture and security, routers, switches, provisioning, firewalls, and security

· Possess problem solving skills and able to prioritise and manage multiple tasks.

· Demonstrated verbal, written communication and interpersonal skills with stakeholders.

We are looking for responsible and proactive service technician to support company business in servicing and maintenance of scientific equipment.

• To carry out installation and commissioning , and servicing of equipment. eg. microscope
• Inspection, trouble shooting and repair work.
• Conduct operation training to customers
• General report for customers.
• Reporting of work progress to Technical Manager

Interested applicants please send your detailed resume, including current and expected salary, and a recent photograph to: hr@einstinc.com

Key Responsibilities:

• Retain and grow customer accounts with incremental commitment
• Develop and leverage relationships to improve customer retention
• Manage renewal process and negotiate multi-variable contracts
• Develop strategy to ensure assigned accounts are renewed on a timely manner
• Monitor outstanding renewals and develop a robust follow-up system
• Contacting and follow-up with customers and partners to ensure a timely renewal process
• Preparing renewal quotes for current contracts
• Cooperating with the sales team and assist in selling renewals and promoting up-sell opportunities
• Be the principal point of contact for key customers and leverage on the internal resources to meet their requirements
• Act as the customer champion with consistency on areas of improvement and initiatives to retain our customers through better product and service output
• Provide accurate and timely forecasts on a periodic basis

Qualifications:

• Bachelor's degree in Business Administration, Computer Science, Engineering, or related field
• Experience in a sales capacity within the technology or software industry preferred
• Strong understanding of SI services and solutions.
• Excellent communication, negotiation, and interpersonal skills.
• Strategic mindset with a focus on achieving targets.
• Adaptability to fast-paced environments

Your primary responsibility will be to gather, analyze, and report on various service-related data to support decision-making processes within the organization. You will play a crucial role in providing insights and recommendations to improve service quality, efficiency, and customer satisfaction.

Key Responsibilities:

• Prepare and churn daily, weekly, monthly, or quarterly reports (as appropriate) stipulated by Customer’s Contract obligation; or at agreed time intervals, through the analysis of data, past trending records and Service Management Reviews
• Recommend areas of improvement that support Customer’s business requirements through gap analysis and periodic reviews; initiate Service Improvement Plan (SIP) as appropriate
• Ensure that data published is unchanged from creation to reception; by upholding to act with integrity and ensure that all data extracted and published are treated as Confidential
• Generate reports with accuracy, determine classifications by identifying trends, clarifying inconsistencies, and monitoring progress periodically
• Commitment to fulfill, ensure correct and accurate, valid data is published and timely delivery of Customer deliverables
• Perform integrity and quality analysis on data prior to publication, ensuring that business standards and customer expectations are being maintained
• Prepare and manage operational reports to improve the overall performance of the support teams; and highlight the pain points in the operational process
• Articulate and document the Service Level Agreement (SLA), and Operational Level Agreement (OLA) deliverables to achieve the outcomes expected by both AsiaPac and the Customer
• Propose reporting templates based on reporting requirements/descriptions per the Customer’s Contract schedule; ensure that access to the data sources is set up in order to produce the reports
• Work closely with the Operations and Service Delivery Teams to identify and define, value-add to existing reports, and discuss the structure, as required
• Support to deliver ad hoc reporting and analytics requirements to both customer and internal/senior management
• Contribute and support governance improvement on policies, standard ITIL processes, and procedure adoption, review and update related documentation; develop and maintain standard operational and service delivery templates, report procedural and work instructions documentation
• Support internal audits to ensure compliance with certified standards (e.g. ITIL, OSPAR)
• Take up and to lead small/medium projects or initiatives to improve the processes and toolsets
• Good understanding and familiarity with IT Operations background

Requirement / Pre-requisites:

• Proficiency in Microsoft Excel functions (Pivot tables, vLookUp, Conditional Formatting, Mixed Type Charts, Array Formulas, Macros, Microsoft Power Add-ins, etc…); familiar with using Power BI as an added advantage
• ITIL certified an added advantage
• Knowledge of Auditing Standards ISO20000, Quality Management System ISO9000 an added advantage
• High level of personal commitment, proactiveness, and sense of responsibility
• Demonstrate problem analysis and solution formulation ability
• Excellent customer service orientation and ability to communicate clearly; is meticulous and possesses good report-writing skills

Qualifications and Skills:

• Bachelor's degree in Computer Science, Statistics, Mathematics, Economics, or a related field.
• Proven experience as a Data Analyst or similar role, with a focus on service-related data analysis and reporting.
• Strong analytical and problem-solving skills with the ability to think critically and draw insights from complex datasets.
• Excellent communication and presentation skills, with the ability to convey technical information to non-technical stakeholders effectively.
• Detail-oriented with a high level of accuracy in work output.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with service management concepts (e.g., ITIL) is a plus.

• Provide end user support.
• Handle VIP users ticket as priority, ensure issues are escalate to the correct team for quick resolution.
• Support and troubleshooting which includes diagnosis of hardware and software failures or problems.
• Responsible for correcting all problems associated to supported list of End User Equipment and Software.
• Installation of software/application.
• Provide accurate and timely documentation in IT Service Management Tool.
• Closing all assigned and resolved Incidents; focus on ticket resolution within SLA.
• Synchronizing application settings to environment requirement.
• Relocation of computer devices and peripherals.
• Setting up of the end users’ profiles for applications.
• Proactive update and follow up to end users.
• Guide end user on required applicable tasks.
• Responsible in collecting or distributing of devices in onboarding and offboarding process.
• create and update technical documentation and manual.
• Own incidents involving DaaS devices & maintain end to end tracking.

Candidate is responsible for handling Level 1 issues on Network, Windows Servers, Linux Unix Systems and virtualisation technologies such as hyper-v, VMware within an ITIL based management environment.

Responsibilities:

• First point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions.
• Respond to automated detected events from monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.
• Enter incident details and progress of incident resolution into Incident tracking system.
• Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Linux, VMware, MS Windows Servers and Storage.
• Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.
• Identify customer sensitive situations and instigate management escalation.
• Ensure that the details of the incident and resolution are correctly recorded in system.
• Maintain a high level of customer satisfaction by owning issues (leveraging the wider resources to assist and following incidents through to resolution).
• Maintain a thorough understanding of ITIL best practice
• Demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.
• Ability to deal in a fast-pace and high pressured environment
• Undertake other IT administration tasks such as data collection and report preparation.

Requirement:

• Diploma in IT or related field
• Professional certificate such as Networking, CCNA. ITIL, etc would be an advantage
• Customer service skills, Minimum three years’ experience in similar role.
• Demonstrated passion for technology and an ability to learn new technologies
• Working knowledge of networks (Routing, Switches, TCP/IP, Network Layers 1 to 7, troubleshooting).
• Level 1 skills in a Server Operating System (e.g. MS Windows Server or Linux or HP UX)
• Excellent communication skills (verbal, written and presentation).
• A structured approach to troubleshooting.
• Able to converse in Mandarin to support Chinese based customer
• There is an expectation that CCNA and ITIL v3 Foundations Certificate will be achieved within the first 6 months of working in the role.

Other information:

• 12 months contract (renewable)
• Working location: Depot Close (HP building)
• Working hours: 8am to 8pm: 8pm to 8am (12 hour rotating shift, work 2 days, rest 2 days)