Job Description

1. 1st Level Support - Provide initial technical assistance to users for IT-related issues, including basic troubleshooting, ticket logging and classification, and escalation to higher-level teams when necessary. 2. Incident Management - Log, classify, monitor, and resolve incidents in accordance with established procedures; ensure SLA compliance and coordinate follow-up actions for critical incidents. 3. Problem Management - Identify root causes of recurring issues, maintain a known error database, and recommend preventive or corrective actions to minimize recurrence. 4. Change Management - Manage change requests by assessing risks and impacts, preparing implementation schedules, and executing changes with rollback plans to maintain system stability. 5. Service Desk Support - Handle user tickets, assist with account access and password resets, and provide basic support for network and IT security-related issues. 6. Network Operations - Monitor and maintain network performance and availability (LAN, WAN, Wi-Fi, VPN); assist with device configuration and conduct failover and connectivity testing. 7. Security Operations (Basic) - Monitor antivirus/EDR systems, firewall, and IDS/IPS alerts; assist with access control reviews and system patch management. 8. Document Control - Manage, maintain, and update technical & non technical documents, SOPs, and reports; ensure all documentation is version-controlled and stored according to organizational standards. 9. Monitoring & Reporting - Utilize monitoring tools to track performance and service uptime; prepare regular reports on SLA compliance, incident trends, and capacity utilization.

Job Type: Contract
Contract length: 12 months

Pay: RM1,986.85 - RM4,930.98 per month

Application Question(s):

Familiarity with IT Service Management processes?
Work Location: In person