5 years' experience in L2 hardware and software troubleshooting
Applicants:
Open to local Malaysian citizens Mandarin speaker
Job Summary
As the Malaysia office is newly established and still in the process of setup and gradual improvement, this role is crucial and will serve as the only technical staff for internal operation for the next 2-3 years. Based on the experience from the Philippines office setup, this position will be responsible for:
1.The staff should be able to independently evaluate requests, diagnose technical issues, and deliver hands-on helpdesk services and solutions for internal employees (more than half of whom are Chinese). Some issues will have standard procedures to follow, while others will be new and require independent problem-solving. When encountering new issues beyond existing experience or knowledge, the staff should be capable of:
Clearly understanding the current situation and identifying possible causes independently;
Developing a clear plan for information collection, stakeholder collaboration, required resources, and estimated resolution time;
Acting as a core coordinator to collaborate with relevant parties to resolve the issue.
The key collaboration teams include, but are not limited to: the China helpdesk team, the server & network team, and Malaysia's local IT vendors.
2.Handling network and server-related matters: The candidate should have solid experience and knowledge in managing and troubleshooting network and server issues.
3.The staff will receive timely and professional training and support after joining Resource Pro. Although this will be the only technical role in the Malaysia team, the China IT team will provide full and prompt support whenever needed.
JOB DESCRIPTION
Helpdesk Service Delivery
Responsible for analyzing and diagnosing complex system failures to ensure efficient and prompt recovery of business operations.
Establish and maintain a knowledge base to ensure structured reference for future issue resolutions.
Deliver high-quality technical support for key business users. Collaborate closely with the IT team and other departments to ensure effective service delivery and continuous improvement.
Internal Operations Management
Act as a subject matter expert in Helpdesk operations, leading and optimizing assigned operational areas, while providing professional support in collaboration with other IT functions. Operational areas include but are not limited to Tech procurement, video/ audio conferencing systems, laptop management, and Windows system management.
Project Management
Lead or participate in supporting global or cross-functional initiatives. Drive and evaluate the implementation of technical solutions, proactively identify and address potential risks, and ensure successful project delivery with expected outcomes.
JOB REQUIREMENTS
Bachelor's degree or above in Computer Science, Information Technology, or a related field preferred.
Proficient in Windows OS and Microsoft Office Suite, basic knowledge of Network and Server.
Proficiency in both English and Mandarin(spoken is OK).
Minimum of 5 years' experience in IT operations with a proven track record of working under clearly defined SLA and KPI frameworks.; prior experience in multinational companies is a plus.
Strong hands-on experience in L2 hardware and software troubleshooting.
Experience in network & server operations management.
Experience in Linux and Windows server administration is a plus.
Excellent communication skills, with a meticulous and detail-oriented work style.
Ability to independently and proactively identify issues, resolve complex problems, and drive continuous improvement.
Job Type: Full-time
Benefits:
Professional development
Experience:
IT support: 4 years (Required)
Language:
Mandarin (Required)
Work Location: In person
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