Job Description

Role Description:

Handling Incoming Support Requests: Answer user inquiries via phone, email, chat, or in person. Document and categorize incoming requests, ensuring accurate tracking and resolution. Prioritize and manage incoming IT service requests. Troubleshooting and Problem Solving: Diagnose and resolve common technical issues, including software, hardware, and network problems. Provide clear and concise instructions to users on how to resolve their issues. Escalate complex issues to higher-level support teams when necessary. User Support and Communication: Provide excellent customer service and build positive relationships with users. Maintain clear and consistent communication with users throughout the issue resolution process. Provide training and guidance to users on IT systems and procedures. Documentation and Knowledge Management: Maintain accurate records of all interactions and resolutions in a ticketing system. Contribute to the knowledge base by documenting solutions and best practices. Ensure that IT documentation is up-to-date and accurate. Other Duties: Assist with software installations, upgrades, and maintenance. Manage user accounts and access permissions. Monitor IT infrastructure and identify potential issues. Participate in the organization's change management process. Stay up to date with the latest IT technologies and trends

Qualifications:

Technical Skills: Proficiency in troubleshooting common IT issues. Knowledge of operating systems (Windows, macOS, Linux). Familiarity with network protocols and hardware. Experience with IT service management (ITSM) tools. Soft Skills: Excellent communication skills (written and verbal) Strong customer service skills. Problem-solving and analytical skills. Ability to work independently and as part of a team. Ability to handle stressful situations and maintain composure. Education and Experience: Associate's or bachelor's degree in IT or a related field is preferred. Relevant certifications (e.g., CompTIA A+, ITIL) can be beneficial. Experience in a customer service or IT support role is often required. Ability to understand, speak, read and write in Japanese, Mandarin and English is required
Job Type: Full-time

Pay: RM9,000.00 - RM10,000.00 per month

Benefits:

Additional leave Flexible schedule Free parking Gym membership Health insurance Opportunities for promotion * Professional development