Information Technology Support Officer

• Based at Pejabat Daerah dan Tanah Cameron Highlands, Pahang

JOB DESCRIPTION

System & Technical Support:

• Provide on-site Application and Technical first level support for the e-Tanah System based at site office.
• Educating Pejabat Tanah user on how to work e-Tanah System and providing guidance by taking them through step-by-step procedures either over the phone, online or in person.
• Responsible to manage all issues related to e-Tanah System reported by the Pejabat Tanah user under portfolio to support e-Tanah System.
• Analyzing and understanding all issues reported before escalating, liase and follow-up with the 2nd Level of Support for temporary and permanent solutions.
• Ensuring that Service Level Agreement (SLA) are met and attending monthly SLA Meeting with the users to get better understanding of the issues.
• Rapidly establishing a good working relationship with Pejabat Tanah users and other professionals
• Closely working, establishing good working relationship and communication with Second Level Support Team for the actions to be taken within the SLA time given.
• Preserve and grow your knowledge of e-Tanah Modules, e-Tanah Architecture, Support Procedures, SLA Procedures, Change Request Procedures and any other procedures published.
• To be part of the Rollout and Implementation Team before e-Tanah go-live.
• Involved in baseline test during maintenance activities and early working hour.
• Be able to assist user on e-Tanah activities during weekend days.

Incident & Problem Management:

• Log and track reported issues using a ticketing system.
• Escalate unresolved issues to the Development or Technical Team when necessary.
• Ensure timely resolution of IT incidents with minimal disruption to operations.
• Monitor system performance and report any issues or downtime.
• Troubleshoot and resolve hardware, software, and network issues.

To carry out any ad hoc tasks as and when assigned by Superior.

SKILLS PROFILE

• Strong problem-solving and analytical skills.
• Good communication and interpersonal skills.
• Ability to work independently with minimal supervision.
• Strong customer service orientation.
• Ability to work in a fast-paced environment and handle multiple tasks.

QUALIFICATION, SKILLS & KNOWLEDGE

EDUCATION AND EXPERIENCE:

• Bachelor's Degree in Information Technology, Computer Science, or related field.
• Minimum 1–2 years of experience in IT support, helpdesk, or system administration.
• Good knowledge of Windows & Web-based Application.
• Experience in Learning / Training is a plus.
• Fresh graduates with strong technical skills are encouraged to apply.

Pay: From RM3,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Ability to commute/relocate:

• Cameron Highlands: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Customer support: 3 years (Preferred)
• Computer skills: 3 years (Preferred)

Language:

• English & Malay (Preferred)

License/Certification:

• B2 & D (Preferred)

Location:

• Cameron Highlands (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: In person