24/7 Helpdesk Support Specialist — Payments Tech

Transaction Network Services (TNS); Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Transaction Network Services (TNS) is seeking a motivated Helpdesk Support Specialist in Kuala Lumpur to join our global support team. You will provide first line support for our Accept, Connect and Orchestrate product portfolios, including 24x7 shift coverage and incident lifecycle from ticket creation to resolution.

The role requires strong communication with customers and internal teams, experience with ticketing systems, SQL querying, and a proactive, customer-focused mindset.

Qualifications

• Experience in a 24/7 operations service desk or technical support.
• Proficient with ticketing systems (Remedy, Salesforce).
• Able to query SQL databases and troubleshoot issues.

Responsibilities

• 24x7 shift rotation covering weekends and public holidays.
• Handle incident tickets and service requests to resolution.
• Monitor services and escalate with clear communication to stakeholders.
• Coordinate with internal teams and third-party vendors as needed.
• Maintain high-quality written and verbal communication with customers.

Skills

24x7 Operations Support

Customer communication

SQL querying

Ticketing systems

Problem solving

Team collaboration

Education

ITIL Certification

Tools

Remedy

Salesforce

SolarWinds

Splunk

ThousandEyes

Job description

Transaction Network Services (TNS) is seeking a motivated Helpdesk Support Specialist in Kuala Lumpur to join our global support team. You will provide first line support for our Accept, Connect and Orchestrate product portfolios, including 24x7 shift coverage and incident lifecycle from ticket creation to resolution.

The role requires strong communication with customers and internal teams, experience with ticketing systems, SQL querying, and a proactive, customer-focused mindset.