OSS LEAD 1

OSS Lead 1 is responsible for providing technical assistance to all end-users and IT infrastructure support. His/her main responsibility is to ensure all IT related issues or requests are being facilitated.   

• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)  
• Diverse learning & growth opportunities  
• Accessible Cloud HR platform (Sprout)  
• Above standard leaves

• Handling client escalations onsite   
• May be called on to oversee junior members of OSS team  
• Providing second-line investigation and diagnosis  
• Resolving and closing incidents/service requests as per help desk procedures & allocated timelines  
• Escalating unresolved incidents/service requests within agreed timescales  
• Logging relevant incident/service request details per help desk procedures  
• Communicating with client regarding incident progress  
• Ensuring tickets are always updated until issues are resolved  
• Conducting hardware and software maintenance and support  
• Performing IMAC (Install, Move, Add and Change)  
• Local network support and/or assists centralized Network team  
• Working knowledge of office automation products and computer peripherals, like biometric, CCTV, printers and scanners  
• Assisting Asset Management Team in inventory of IT assets  
• Performing deployment and movement of IT assets  
• Performing additional task that may be assigned by the immediate supervisor  

• Excellent customer interface skills  
• Good interpersonal communication skills  
• Understanding of customer satisfaction principles and practices  
• Ability to write technical support documentation  
• Team player  
• Ability to work under pressure  
• Good organizational and time management skills  
• Good analytical and problem-solving skills  
• Maintains strong attention to detail in high-pressure situations  
• Strong communications skills, both written and oral  
• Has leadership skills