Job Description

Job Title:

IT Support & Operations Specialists - Desktop, Console, and Shift Leaders

?Y"

Location:

Bangsar South | ?Y'

Full-Time | Rotating Shifts & On-Call Required

Overview

We are looking for proactive, technically skilled, and customer-focused professionals to join our

IT Support & Operations

team. This department plays a critical role in keeping our systems running smoothly and supporting both our end users and production environments.


We are hiring for

multiple positions

within this domain:

Desktop Engineers & Service Desk Analysts

(End User Support)

Console Support Analysts

(Monitoring & First-Level Troubleshooting)

Shift Leaders - SMC

(Leadership in 24x7 Monitoring Operations)

1. Desktop Support & Service Desk Analysts

Key Responsibilities:

Install, configure, and maintain desktops, laptops, printers, and peripherals Troubleshoot hardware/software issues (onsite & remote) Support Windows/Mac OS, Microsoft Office 365, enterprise applications Perform system imaging, hardware refresh, software updates, and patching Manage user access and permissions using Active Directory Provide basic network support (LAN, Wi-Fi, VPN) Handle incidents and requests via ITSM tools (e.g., ServiceNow, Helix, OpenText) Maintain IT asset inventory and perform audits Support video conferencing tools (Teams, Zoom, etc.) Document solutions and contribute to knowledge base

Key Skills:

Proficient in Windows/Mac environments, AD, Office 365 Familiarity with SCCM, MDT, and remote support tools Excellent communication and multitasking skills Fluent in English, Mandarin, and Cantonese 2-4 years' experience in desktop or IT technical support

Education & Certifications:

Diploma or Degree in IT/Computer Science Microsoft Certified: Modern Desktop Admin, CompTIA A+/Network+, ITIL Foundation

2. Console Support Analysts - L1 Monitoring & Troubleshooting

Key Responsibilities:

Perform

L1 monitoring

of systems (Linux/Windows/WebLogic/Storage/Network/Database) Execute first-level troubleshooting using SOPs and tools Escalate issues to L2/L3/L4 support when needed Monitor batch jobs and backups (rerun, update, report) Perform daily health checks and report tool issues Assist in change execution and service requests Prepare reports: daily, weekly, monthly, ad-hoc Collaborate with team for shift handover and communication

Key Tools & Skills:

Monitoring Tools: SolarWinds, NagiosXI, Dynatrace, ScienceLogic, BMC Patrol ITSM Tools: ServiceNow, Helix, Remedy Backup Tools: Veeam, Veritas, VMware Batch Scheduling: Control-M or equivalent Strong communication, multitasking, and documentation discipline Fluent in English, Cantonese, and Mandarin 2-3 years of experience in IT monitoring/support

Education:

Diploma or Degree in Computer Engineering / Information Technology

3. Shift Leader - SMC (Service Monitoring Centre)

Key Responsibilities:

Lead a team of L1 console support analysts in a 24x7 environment Plan shift rosters, handle leave scheduling, and manage on-call resources Ensure smooth monitoring, incident handling, and escalation processes Act as escalation point for first-level issues Manage SOP documentation, training, and readiness of new joiners Oversee execution of change/service requests Perform and review daily/weekly/monthly/ad-hoc reporting

Key Skills:

Leadership and team coordination experience In-depth understanding of system/app monitoring (SolarWinds, Sitescope, Nagios, Dynatrace, etc.) Familiar with Linux, Windows, WebLogic, Storage, Network environments Strong analytical, communication, and documentation skills Willingness to be on standby and work rotational shifts

Experience & Education:

3-4 years in IT monitoring/data centre ops or team lead roles Diploma or Degree in IT/Computer Engineering Familiarity with Control-M, ServiceNow, BigFix is a plus

Common Challenges

Supporting diverse technologies (hardware, OS, network, applications) High expectations for

rapid response

and

uptime

Balancing on-site and remote support Strict adherence to

security, compliance

, and

documentation

Managing

rotational shifts

and

escalations

under pressure Coordinating with vendors and internal stakeholders

Why Join Us

Be part of a mission-critical IT operations team Work with advanced monitoring tools and enterprise IT systems Gain exposure to a wide variety of technologies and platforms Develop leadership, reporting, and escalation management skills Collaborative, multicultural environment with opportunities for career progression

How to Apply

Submit your

resume

and indicate the role you're interested in:


Desktop/Service Desk Support Console Support Analyst Shift Leader - SMC

Only shortlisted applicants will be contacted.