Job Description

Key Responsibilities

Provide

first-line technical support

for IT-related issues via phone, email, or ticketing systems.

Troubleshoot and resolve

hardware, software, and network issues efficiently. Assist users with

system access, password resets

, and other basic IT requests.

Escalate complex or unresolved cases

to L2/L3 support teams as required.

Log, track, and update

incidents and service requests within the ITSM system. Adhere to

Standard Operating Procedures (SOPs)

for issue resolution. Ensure

ticket resolution compliance

with defined

Service Level Agreements (SLAs)

. Provide

regular updates

to end users regarding the progress of their requests.

Maintain and update knowledge base articles

to enhance first-time resolution rates. Document troubleshooting steps and common solutions to

improve support efficiency

. Identify

recurring issues

and propose

process improvement

initiatives. Assist users in submitting and tracking

hardware requests

. Provide

basic troubleshooting

for desktops, laptops, printers, and other peripherals. Support installation and configuration of

standard software applications

.

Monitor IT systems

to detect potential issues and report anomalies promptly. Ensure compliance with

IT security policies

and

best practices

. Support

IT asset management

, maintaining accurate records of assigned equipment.

Qualifications

Education:

Bachelor's degree in

Information Technology

,

Computer Science

, or related field; or equivalent professional experience.

Experience:

Minimum

2 years of experience

in an IT support or service desk role.

Technical Skills:

Proficiency with

Windows

,

macOS

, and

Linux

operating systems. Familiarity with

Microsoft Office Suite

, email clients, and other common productivity tools. Basic understanding of

networking principles

(e.g., IP addressing, DNS, DHCP).

Preferred Skills

Certifications:

CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent.

Problem-Solving:

Strong analytical ability to diagnose issues and implement effective solutions.

Customer Service:

Excellent interpersonal skills and a

user-centric support mindset

.

Time Management:

Ability to

prioritize and manage multiple support cases

simultaneously.

Communication:

Strong

verbal and written communication

skills; able to convey technical information clearly to non-technical users.
Job Type: Full-time

Pay: RM5,000.00 - RM7,000.00 per month

Work Location: In person