Service Expert

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A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 73 countries with approximately 67,100 employees and serves more than 3.9 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Alizent, a subsidiary of Air Liquide, has more than 250 employees based in Paris, Madrid, Leeds, Montreal, Houston, Singapore, Jakarta and Kuala Lumpur. Its end-to-end approach includes the design, hosting, implementation and maintenance of Industrial IT solutions to improve the performance of their customers through 3 main axes: Monitoring & Control; Availability & Reliability and Optimization relying on 2 main expertise: IoT and Data analytics. Thanks to our strong capacity for innovation, our international organization (projects, teams, locations) combined with our deep know-how of data and skilled proficiency in industrial processes, Alizent is today a leading player in industrial computing.

Within Alizent, the Production Assets product line is dedicated to supervision, optimization, process automation and asset performance for Large Industries & Electronics WBL and for external clients. It includes products such as SCADA, SIO Suite, Maximo and is contributing to the Group OT Program.

Mission Statement

To provide functional and technical support for Air Liquide services tools as well as providing solutions for identified issues and maintaining operational performance to increase the reliability and quality of the applications.

How will you CONTRIBUTE and GROW?

1. Assist users functionally and technically with contractual commitments of the use of solution
2. Provide Level 2 support services for off-the-shelf / custom solutions or applications related with ALTO (Bulk Supply organization, optimization, and dispatching)
3. Update incidents and communicate timely to the customer about progress
4. Examine the cause of incidents and establish a diagnosis
5. Provide a temporary solution when a permanent solution is not possible
6. Identify possible solutions (includes verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus)
7. Escalate, in a timely manner, the more complex issues to Level 3 support or third party providers.
8. Participate in the 24/7 application support coverage
9. Carry out, implement and monitor action plans aimed at continuous improvement of the service (improve solution and customer knowledge, reduction of incidents, increase resolution ratio, etc.)
10. Set up and monitor key activities of the solution within its ecosystem to improve the operational performance of the customer.
11. Propose solutions to increase the reliability and quality of the applications as well as to reduce operating and on call costs while ensuring an adequate level of security
12. Participate actively in the updating of application’s documentation linked to support activities

Minimum Qualifications:

1. University Degree in Information Technology or Computer Science (Mathematics is considerable subject to relevant experience)
2. Minimum of 3 years experience in the field of information systems, including 2 years as an application/system support
3. Relevant experience in testing, troubleshooting and systems support activities
4. Good knowledge of the basic concepts of the MS SQL Server database systems or any Relational Database
5. Strong knowledge of scripting languages (PowerShell, PL/SQL and TSQL)
6. Japanese and/or Chinese Language is not mandatory but would be a significant advantage

How do your skills match this job?

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Service Specialist?
• Which of the following languages are you fluent in?