Career Opportunities at MacTay Consulting

Description
Our Client, a global ICT solutions Company is seeking to engage the services of a Service Desk Engineer.

• Provide general first level technical support to end users organisation-wide.
• Man the helpdesk and respond to all helpdesk calls.
• Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database.
• Assist in providing first-level phone support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
• Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
• Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
• Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
• Provide continuous user application and system support to the call centre and other relevant IT units.
• Communicate resolution of faults to end-users/ request initiators.
• Assist in developing programmes for training end users on self-help tips and office application usage.
• Ensure security of all workstations through proper installation and regular updates of an effective anti-virus program on every workstation.
• Implement/comply with pre-defined service desk management policies and procedures.
• Assist in administering internal customer satisfaction surveys to obtain feedback on helpdesk efficiency (where necessary)
• Liaise with relevant unit/ team/function in carrying out all relevant activities.
• Attend team/divisional/departmental meetings as required.
• Provide guidance and manage the performance of subordinates (where applicable).
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk.
• Perform any other duties as assigned by the Manager, Service Desk.

Requirements

• First degree or equivalent in a relevant discipline.
• Minimum of two (2) years relevant work experience.

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Description
Our Client, a global ICT solutions Company is seeking to engage the services of a LAN & CONNECTIVITY Personnel.

• Assist in providing technical support to end users of IT network infrastructure
• Assist in ensuring the prompt resolution of escalated faults and requests from the call centre and helpdesk. Act as second level of support for escalated issues.
• Maintain relationships with third-party vendors and ensure that agreed SLAs are achieved.
• Assist in setting up and maintaining network management system tools to ensure network devices are constantly monitored.
• Assist in setting up and executing technical test plans for device modification, new deployment and upgrades.
• Assist in monitoring and troubleshooting network infrastructure (LAN, WAN, routers, cabling, etc) related issues and requests down to the last line of support before escalating to third-party vendors.
• Maintain an accurate and up-to-date record of escalated issues and resolution status (i.e. a detailed maintenance schedule).
• Monitor infrastructure performance and recommend adjustments to ensure optimal response time to the Manager, Network Infrastructure Support.
• Liaise with the help desk to ensure infrastructure related incidents are resolved efficiently and in a timely manner in compliance with Service Level Agreements.
• Liaise with relevant unit/ team/function in carrying out all relevant activities.
• Attend team/divisional/departmental meetings as required.
• Provide guidance and manage the performance of subordinates (where applicable).
• Prepare/compile agreed periodic activity and performance reports

Requirements

• First degree or equivalent in a relevant discipline.
• Minimum of two (2) years relevant work experience.

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Job Description

• Provide general first level technical support to end users organisation-wide.
• Support the Service desk and respond to all assigned helpdesk calls.
• Assist in maintaining issues/request log.
• Ensure accurate and prompt logging of all requests/ issues unto the central database.
• Assist in providing first-level support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
• Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
• Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
• Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
• Provide continuous user application and system support to the call centre and other relevant IT units.
• Communicate resolution of faults to end-users/ request initiators.
• Assist in developing programmes for training end users on self-help tips and office application usage.
• Implement/comply with pre-defined L1 service management policies and procedures.
• Assist in administering internal customer satisfaction surveys to obtain feedback on Service efficiency (where necessary).
• Liaise with relevant unit/ team/function in carrying out all relevant activities.
• Attend team/divisional/departmental meetings as required.
• Provide guidance and manage the performance of subordinates (where applicable).
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk.
• Perform any other duties as assigned by the Line Manager

Requirements

• First degree or equivalent in a relevant discipline.
• Minimum of two (2) years relevant work experience.

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Job Description

• Design and evaluate quarterly PBC (Personal Business Commitment) with team member
• Attend daily NOC operation meeting
• Attend Weekly OPS meeting
• Request advanced product training
• FO daily, weekly, monthly report design and quality improvement.
• FO handover report design and quality improvement
• Create and perfect work flow
• Ensure all TT are created within SLA
• Ensure FO team get the newest topology and network information
• Ensure FO team get the newest fault category and fault grading
• Ensure 7*24 monitoring all network service, such as traffic, signaling, circuits, and availability KPI, etc.
• Ensure FO team to escalate all the network problem according to SLA, including availability KPI
• Ensure all TT are followed and updated according to SLA
• Conduct audit troubleshooting analyze report and preventive guidance, and train FO engineer how to do trouble shooting
• Follow the critical network issues and update to NOC manager, and Irancell managers
• Make FO preventative maintenance plan and ensure implementation quality
• Ensure issues found by preventative maintenance are properly escalated
• Ensure FO team to do Data collection, Network performance collection and 7*24 monitoring
• Audit CR and arrange FO team to supervise the service during CR implementation, and verify the service status after CR finished
• Ensure all the CR are properly recorded and followed
• Ensure FO team to supervise and follow up all network equipment integration, ATP with project department
• Arrange FO team to cooperate with BTS acceptance and ensure quality, such as TCH availability, etc
• Arrange FO team to check hardware and software version, data configuration
• Ensure all the site access are under FO control and have reference number
• Ensure FO team to supervise network service status during site access
• Ensure all network problem caused by site access are properly followed
• Ensure a good and reasonable shift plan, especially during holidays and festival
• Ensure shift plan implementation quality
• Ensure the quality of shift handover
• Possesses detailed knowledge in GSM, 3G and IP
• Knowledge in Network Management Systems and TMN Architecture (OSS, LAN, WAN, TCP/IP)
• Good knowledge of network topology, traffic handling capabilities and traffic characteristics
• Good knowledge of network performance / configuration parameters and their interpretation and use
• Network service / performance focused
• Good knowledge about network operation processes and interfaces
• Good knowledge of network implementation / integration processes
• Detail knowledge in Transmission : Microwave, Optical, Leased Lines

Requirements

• Bachelor Degree in Engineering (Electrical & Electronics) / Bachelor Degree in Telecommunications / Bachelor Degree in Computer Science
• 5 to 6 years of relevant working experience
• Performance management
• Communication skills at CxO level
• Customer Expectation Management
• Excellent team player
• High level leadership skills(be able to manage a team of 70+)
• Excellent reporting and planning skills
• Time management
• Fault management
• Good analytical and investigation technique
• Excellent team player
• Decision Making Skills

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Job Description

• Oversee the entire service quality team
• Coordinate the activities required to meet Company’s standards on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management from an internal and external standpoint
• Support Service Manager in preparing monthly SLA report and provide relevant data for managing SLA exceptions
• Proactively review SLA snapshots for any potential SLA breaches and notify the team leads and tower heads for taking preventive actions.
• Responsible for the ultimate result and continuous improvement on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management
• Review and grant final approval for all the reports and documents related to service quality management
• Responsible for ensuring proper criteria, directives, business quality management principles are being applied into the Company and are in accordance with Company’s methodology
• Conduct annual customer satisfaction survey and response to the complain
• Assign learning objective and organize training courses , grow capabilities of team members, and improve team productivity and performance

Requirements
Qualification:

• Bachelor's/ Advanced degree in Business, Management, Hospitality or courses related to service quality studies is a plus.
• At least 8 years of experience in Telecom, Managed Service, System Integration, Management Consulting field or similar industry.

Knowledge & Skills:

• Advanced skills in managing service quality, understanding
• Working knowledge of managing SLAs
• Working knowledge of managing Customer Satisfaction
• Working knowledge of managing Process Improvement
• Working knowledge of managing Knowledge
• Good leadership & communication capabilities
• Adequate financial and business skills
• Negotiation skills
• Excellent verbal and written communication skills in English and the local language
• Advanced skills in Microsoft Office, Excel, MSWord and Power Point

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Job Description

• Manage and oversee the affairs of the entire IT security team.
• Act as a contact point for customer compliance requirements of legal enforcement and industry standards from customer, and communicate the requirements to the operation team
• Responsible for development, maintenance and communication of the ISM policies and ensure that security controls implementation complies with regulatory requirements and contractual obligations
• Monitor and drive improvement initiatives in the ISM security policy to achieve target SLA and KPI
• Responsible for reviewing and advising on the BCP/DR documents in relation to security requirements
• Responsible for monitoring the compliance of the BCM activities
• Responsible for implementing compliance review of risk management
• Provide security suggestion about relative issues
• Lead internal security review , and grant final approval for all the reports and documents
• Investigate and solve security incident report.
• Responsible for contacting with authorities and external parties
• Assign learning objective and organize training courses, grow capabilities of team members, and improve team productivity and performance

Requirements
Educational Background:

• Bachelor's degree or above in Computer Science, Information Technology or related disciplines
• Information security management qualifications such as ISO27001 LA, CISA, CISSP or CISM.

Work Experience:

• Minimum of 6 years of information security management experience
• At least 6 years of working in Telecom, Managed Service, System Integration, Management Consulting field.

Skills Required:

• Substantive experience and understanding of regulatory requirements
• Hands-on experience in various latest technologies : IT infrastructure, applications and security controls
• Experiences in ISO 27001 projects
• Ability to influence and manage diverse cross-functional teams
• Excellent interpersonal and communication skills
• Strong team-building skills and the ability to work productively in a team
• Excellent trouble shooting and problem solving skills
• Excellent verbal and written communication skills in English and the local language

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Job Description

• Operate the storage infrastructure including provisioning of LUNs and Volumes to servers and virtualized infrastructure etc
• Monitoring and maintenance the Storage Area Network including the fabric from host connectivity to the storage system
• Track storage system utilization
• Installation, setup and maintenance of backup environment, backup software and support backup and restore operations
• Support with monitoring and reporting of system health/ performance of all nodes of the SAN fabric
• Monitor storage performance / quality and implements performance tuning to resolve performance issues
• Create and maintain documentation as it pertains to the storage infrastructure procedures and configuration
• Report on necessary recommendations for additional storage resources or hardware and any improvements that increases performance and reliability
• Work as part of a team and provide 24x7 monitoring and support with on-call rotation
• Perform tape stock management.
• Perform healthy check and log collection for the procedure
• Responsible for the investigation and fix any backup issues.
• Clean up the storage media containing customer’s data before disposing or reuse of the storage media.
• Reponses the service request or incident ticket in time and escalate to next level with in SLA .

Requirements
Qualification:

• Bachelor's degree or above in Computer Science, Information Technology or related disciplines

Experience:

• Minimum of 1 year experience in storage solutions

Knowledge & Skills:

• Knowledge of storage technology such as RAID, LUN, Fiber Channel, NAS, SAN, iSCSI, multipath etc.
• Knowledge with Fiber Channel switches and routers
• Knowledge with backup, network and Virtualization Technology
• Working knowledge in Windows/Linux/Unix system admin
• Ability to document, and effectively implement projects and systems
• Good interpersonal and communication skills
• Good team player with a can-do attitude
• Fluency in English and the local language (written and verbal)
• skills in Microsoft Office, Excel, MSWord and Power Point

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Job Description

• Particular applications to be supported and maintained include Service Desk, Change Management, Service Request Management, Dashboards and Business Analytics, and Asset Management.
• Based on the project requirement to deploys, configures and maintains all the project required IT tools, including the BMC Remedy ITSM tools, monitoring tools and automation tools and related integrations.
• Frequent interaction is required with IT Service Center, the change management team, the asset management team, database team, and server team. Problem solving, communication and teamwork are keys to success in this position.
• Design, development, customization and administration of Remedy-based systems that align with Incident, Problem, Change, Service Request, Asset and Knowledge Management
• Continuous optimization of these (and future) tools to better align with IT Service Management best practices (e.g. ITIL)
• Customization and creation of Remedy workflows according to customer requirements
• Ability to estimate work effort for customizations, enhancements, and configuration requests
• Advanced analysis and troubleshooting
• Creating and maintaining technical documentation with respect to system design

Requirements

• More than 5 years IT operation and maintenance experience, master mainstream IT operation and maintenance tools, automation tools, reports tools. Be familiar with process deployment and configuration
• Ability to manage and monitor application availability and have excellent ability of analysis, problem-solving
• With strong communication skills, be able to organize IT service desk, change management team, asset management team, database team and server team to discuss and solve problems

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Job Description

• Assist in the implementation of approved policies and procedures for UNIX operating system design, implementation and maintenance.
• Provide input in the planning of UNIX operating systems upgrades, deployment and provisioning new system.
• Provide support in the implementation and user acceptance testing of UNIX operating systems.
• Assist in the development of a proactive maintenance cycle for UNIX operating systems and automate preventive/routine maintenance on systems.
• Perform daily UNIX operating system administration, including hardware & software upgrades.
• Maintain backup of the UNIX operating system network.
• Ensure optimal performance of all applications running on UNIX operating system environment in [COMPANY, CLIENT] through proactive tuning and preventive maintenance.
• Perform daily UNIX systems checks and correct any issues.
• Monitor UNIX systems performance and recommend adjustments to system parameters to ensure optimum performance and response time.
• Work with the User Support team to provide second level support to end users and ensure timely resolution of UNIX system problems.
• Liaise with relevant unit/ team/function in carrying out all relevant activities.
• Attend team/divisional/departmental meetings as required.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, IT Operations Support.
• Perform any other duties as assigned by the Manager, IT Operations Support.

Requirements

• First degree or equivalent in a relevant discipline.
• Minimum of two (2) years relevant work experience.