About us

Stone Forest Malaysia Sdn Bhd is part of Stone Forest Group, a professional business services firm headquartered in Singapore with established operations in Singapore, Hong Kong and China. At Stone Forest Malaysia, we provide business process outsourcing services strictly only to our office in Singapore, and our clients in Singapore. We are also the innovation centre for the development of Human Resource management application solutions. Uniquely differentiated as the provider of choice with CPA practice background, Stone Forest Group provides Accounting, Tax & Advisory, Business Process Outsourcing, Formation & Compliance, Contract Staffing & Recruitment, Payroll Outsourcing & HR Advisory, and Technology Services outside of Malaysia. We take care of our clients’ back-office business services to enable them at every stage of their growing business from market entry to expansion.

Roles & Responsibilities

Job Description

• Handle 1st level support on desktops, servers and network related issues via phone and remote
• Manage and troubleshoot problems/incidents promptly following established procedures
• Escalate service issue and Generate support tickets and schedule onsite support
• Monitor and perform 1st level troubleshooting of client’s backup on a daily basis
• Ensure all issues are followed up and rectified accordingly to SLA
• Weekly reporting to Manager on Helpdesk issues and resolution according to SLA.

Requirements

• Possess at least 2 years related experience in helpdesk/desktop/server admin support in IT industry
• Prior experience in managing service desk operations is an advantage
• Candidates who are technically competent in WINTEL servers will be preferred
• Experience in the following areas:
• Server administration
• Network administration (i.e. switches, NAS, UPS)
• End user support (workstations, M365)
• Virtualization technologies (Hyper-V, VMWare)
• Willing to work night shifts
• Possess good communication skills – English (written & spoken)
• Possess strong logical thinking
• Strong sense of ownership and responsibility in ensuring completeness of work
• Is client-centric and passionate in achieving clients’ satisfaction per call and achieving/exceeding SLA
• Ability to manage demanding clients professionally
• Has excellent scheduling and multi-tasking skills
• Is reliable and independent; able to work well under pressure and make decisions.
• Is detailed and process oriented
• Client fronting role (hybrid of onsite and NOC)