Level 2 Technician - Kuala Lumpur, Malaysia - Zella Technologies, LLC

Description

Company Overview:

Zella Technologies, a premier Managed Service Provider (MSP), Fiber ISP, and VOIP provider, excels in delivering advanced services in networking, servers, data centers, and enterprise environments. We are dedicated to providing innovative solutions and maintaining high standards of service for our clients.

Job Description:

We are searching for an experienced Level 2 Technician who is not only technically adept in network and server technologies, data centers, enterprise environments, and VOIP systems but also skilled in communication and user support. The ideal candidate will have a proven track record in MSP environments, with a strong emphasis on automation, tool optimization, and customer service. Proficiency in ConnectWise PSA and ConnectWise Automate/Labtech is highly preferred.

Key Responsibilities:

• Implement and maintain network infrastructure and server solutions, catering to both internal and client requirements.
  
• Efficiently manage and resolve support tickets, ensuring compliance with SLAs.
  
• Develop and implement scripts for RMM to enhance operational efficiency.
  
• Optimize the use of tools like ConnectWise PSA and ConnectWise Automate/Labtech.
  
• Create and maintain SOPs for the support team.
  
• Manage thorough documentation and produce detailed reports.
  
• Communicate clearly and effectively with team members and clients, particularly in resolving end-user issues.
  
• Provide expert knowledge in VOIP systems, focusing on SIP protocols.
  
• Uphold the security and integrity of all network and data systems.
  

How to Apply:

Interested candidates must submit their resume and cover letter via our online application system. You must complete the assessment in the system to be considered. Your application should showcase your technical skills, experience in MSP environments, and proficiency in customer communication and support.

Requirements

• Proven experience as a Level 2 Technician in an MSP environment.
  
• Strong knowledge of networking, servers, data centers, enterprise environments, and VOIP systems.
  
• Experience with scripting for RMM automation.
  
• Proficiency in ConnectWise PSA and ConnectWise Automate/Labtech.
  
• Excellent English communication skills, both verbal and written.
  
• Demonstrated experience in dealing directly with end-users.
  
• Capable of creating and implementing effective SOPs and managing comprehensive documentation.
  
• Relevant industry certifications (e.g., CCNA, MCSE, VCP).
  
• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
  

Benefits

What We Offer:

• Competitive compensation and benefits package.
  
• Opportunities for professional growth in a technology-forward environment.
  
• Exposure to the latest technologies.