An Amazing Career Opportunity for a IT Specialist !!

Location: i-Park, Kulai

Job ID: 45283

Do you LOVE rewards as much as we do? Do you enjoy the planning, implementation, and communication of Total Rewards Programs?

Does compensation, sales incentives, global position structures, career frameworks, health and wellness benefits, global mobility, immigration, and M&As - get you out of bed in the morning? If so, we want to hear from you!

Who are we?

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

IDT is creating trusted identities for IoT applications through Smart Components and Enabling Services.

HID’s Identification Technologies powers the trusted identities of the world’s people, places and things through smart components and cloud services. We make it possible for people and organizations to transact safely, work productively, and travel freely. Our contactless identification and sensing (RFID, NFC, and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connect, identify, collect and manage data quickly and accurately across virtually any IoT application.

Are you ready to make a difference? Join us and help shape the future of security.

As our IT Specialist you’ll support HID’s success by:

Summary

The Engineer, Service Delivery is responsible for providing HID Global users with comprehensive support for the efficient resolution of end-user incidents, service requests, and problems. For the Malaysia site, incidents and tasks related to manufacturing floor devices and systems will be a primary focus for this role

Essential Duties


Interfaces with customers in person, over the phone, and online to capture service needs. Accurately opens incidents and requests as needed.
Triages all incoming IT incidents and requests to ensure proper categorization, priority, and assigns correct responsibility for service delivery.
Provides IT service delivery for the efficient resolution of IT end-user-related incidents, service requests, and problems; updates the service desk management tool accordingly
Resolves issues and requests utilizing excellent customer service skills, problem solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and to escalate as needed.
Takes ownership of all customer interactions, utilizes appropriate follow-through, and logs all customer interactions. Interacts with other members of IT as needed to ensure service delivery to customers. Provides timely feedback to internal customers via phone, email or other form of communication
Coordinates user communication efforts for planned and unplanned outages.
IT Liaison for the Production Management and Manufacturing Engineering department.
Act as an IT escalation point for complex IT technical issues in production
Configure manufacturing machines in accordance with IT policies and standards.
Assist in implementing and deploying new production applications and appliances.
Responsible for meeting manufacturing department’s IT infrastructure needs.
Desktop Engineering support for production PC's and controllers.
Documents, maintains, upgrades or replaces hardware, software systems, and licenses
May participate in some projects
Performs related tasks as needed or assigned
Primary Duties


Provide end user IT service delivery and serves as the primary point of contact for end-user incidents and service requests, owning issues through resolution or escalation.
Triage, prioritize, and coordinate IT incidents while delivering clear, timely communication to ensure high levels of customer satisfaction.
Act as the IT liaison and escalation point for Production Management and Manufacturing Engineering, supporting critical manufacturing systems and environments.
Configure, support, and maintain production IT infrastructure, including manufacturing equipment, PCs, controllers, applications, and licensed systems, in accordance with IT standards.
Participate in IT projects and continuous improvement initiatives to enhance service delivery and operational reliability
Essential Qualifications


A relevant degree (bachelor’s degree or master’s) in Software, Networking, Commerce, Software Engineering, Cyber Security or equivalent.
Minimum of 2-3 years of related work experience
In-depth knowledge of IT service desk operations, strong troubleshooting skills, expertise in specific software and hardware systems.
Relevant certifications (such as Microsoft Certified Solutions Associate or Cisco Certified Network Associate)
Experience in problem solving and troubleshooting hardware and software issues
Self-motivation and an eagerness to learn are equally important job requirements
Ability to follow documented operational procedures and independently organizes, coordinate, and complete job orders
Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
Ability to produce detailed documentation as necessary
Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
Familiar with client operating systems, such as Windows, Apple Macs, etc
Technical knowledge of Windows operating systems, PC hardware technology, cell phones, tablets, Active Directory, Exchange mail services, MS Office, Mobile Device Management, Microsoft InTune, basic networking, VoiP and application level ID administration
Preferred Qualifications


Experience of manufacturing production systems, hardware, software and operation.
Experience with ServiceNow or other ITIL based tracking system, asset management, and remote access control software.
Training and/or experience with ITIL methodology
Work Environment


Employee works primarily in an office environment, within a well-ventilated area, and is exposed to moderate noise levels.
May be exposed and/or work with chemicals as listed in our MSDS book
Work Requirements


Compliance with all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.
Must be legally eligible to work in the country in which you are hired.
What we can offer you:

Competitive salary and rewards package
Competitive benefits and annual leave offering, allowing for work-life balance

A vibrant, welcoming & inclusive culture
Extensive career development opportunities and resources to maximize your potential
To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds