Provide remote technical assistance via phone, email, or support platform.
Serve as the initial point of contact for client IT concerns and service inquiries.
Communicate courteously, clearly, and effectively while addressing issues.
Diagnose and resolve basic IT problems such as email access, network connectivity, or login difficulties.
Perform standard support tasks like password resets, account reactivations, and user access configurations.
Escalate advanced or unresolved issues to Level 2 support with thorough documentation.
Keep end-users updated on the status and resolution of their support tickets.
Manage and update assigned tickets within the service management system.
Maintain precise records of hardware and software inventories.
Execute remote system checks and conduct basic performance monitoring.
Support remote setup and imaging of laptops and desktop computers.
Liaise with external vendors when necessary for issue resolution.
Contribute to the deployment and testing of new applications or system updates.
Adhere to standard operating procedures (SOPs), documentation guidelines, and support frameworks.
Ensure a consistently positive user support experience.
Carry out additional IT support responsibilities as assigned.
Job Requirement:
Minimum 2 years IT Support experience preferably in remote or call centre environment.
Familiar with Windows OS, Microsoft 365, Active Directory, Endpoint protection, Back-up system.
Able to communicate in both English & Mandarin to effectively communicate with Mandarin-speaking clients.
Experience using IT ticketing system or RMM tools.
Open to working shift hours in the future (Operations might expand to 24/7)
WFH till KL office is ready
Job Types: Full-time, Permanent
Pay: RM4,000.00 - RM7,000.00 per month
Work Location: Remote
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