Technical helpdesk
Undisclosed
Job Description The Technical Helpdesk delivers end-to-end Level 2 technical support for Consumer, Astro and SME fibre services. The role is responsible for diagnosing, resolving and escalating comple
Job Description
The Technical Helpdesk delivers end-to-end Level 2 technical support for Consumer, Astro and SME fibre services. The role is responsible for diagnosing, resolving and escalating complex technical issues related to FTTH and VoIP services, internet connectivity, service performance, routers and associated devices. It also ensures prompt service restoration, effective stakeholder coordination and a consistently positive customer experience.
Key Responsibilities
• Manage escalated cases through CRM and CSM, including technical diagnosis, resolution coordination, timely case updates and closure, while meeting Remote Resolution (RR), Mean Time to Slot (MTTS) and Mean Time to Restore (MTTR) targets.
• Prioritise and provide dedicated end-to-end support to Elite, VIP and SME customers served through Maxis-owned fibre infrastructure, ensuring expedited troubleshooting, escalation and service restoration.
• Monitor service incidents and proactively notify frontline teams, enabling accurate customer communication while minimising duplicate or unnecessary case creation.
• Coordinate planned-maintenance communications to ensure affected customers and frontline teams receive accurate and timely notifications.
• Serve as the central point of coordination among frontline teams (CS, CRU and Retail), internal teams (D&C, MaxPert and Network) and external service partners (TM, CTS, SACOFA and ALLO), ensuring clear accountability, seamless handovers and timely issue resolution.
Minimum Requirements
• Degree in any discipline; or STPM/Diploma with relevant working experience.
• Four to six years of total working experience, including one to three years of relevant experience in Technical Helpdesk, IT Support, Customer Service or Telecommunications.
• Strong technical troubleshooting, analytical, customer-management and communication skills in English and Bahasa Melayu.
• Ability to communicate in Mandarin or other Chinese dialects is an added advantage.
• Ability to work independently, manage multiple priorities, perform effectively under pressure and meet operational deadlines and service-level requirements.
• Basic working knowledge of router setup, configuration and troubleshooting, including Wi-Fi settings and common LAN/WAN connectivity issues.