customer care : mandarin speaer

Abhidi Solution; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An IT solutions provider in Kuala Lumpur is seeking an IT Support Specialist to handle software installation and troubleshooting for Windows and Apple devices. Candidates should have a diploma or bachelor's degree in IT and 3-5 years of relevant experience, including 2 years in a Global Service Desk Team. This role involves managing hardware lifecycle, coordinating repairs, and providing support to end-users, including executives. Ideal candidates will demonstrate excellent communication skills and technical proficiency, especially in Windows 10 environments.

Qualifications

• 3-5 years of IT experience required, including technical training.
• At least 2 years of experience in a Global Service Desk Team or similar support role.
• Strong knowledge of Windows 10 imaging and networked printers.

Responsibilities

• Install and configure software on Windows and Apple devices.
• Provide remote software installation and troubleshooting support.
• Oversee disposal and reclamation of hardware assets.

Skills

Technical training

Knowledge of Windows and MacOS

Networking basics

Written and verbal communication

Education

Diploma/Bachelor’s degree in IT or related field

Tools

ITSM tools (e.g., Remedy)

MS Office Suite

Active Directory

Job description

• Image and install software on Windows and Apple laptops/desktops, including iMacs, ensuring proper configuration for new setups, system moves, additions, and changes.
• Provide remote software installation and support.
• Troubleshoot and resolve post-deployment issues across multiple platforms, including Windows, MacOS, and mobile devices. Install, maintain, and troubleshoot printers.
• Provide break/fix support as needed.
• Oversee the disposal, redeployment, and reclamation of hardware assets.
• Ensure all incoming equipment is properly tagged and entered the asset management system.
• Maintain an accurate inventory of hardware and provide weekly reports on physical counts and outflows of equipment.
• Coordinate shipping and logistics for hardware, ensuring timely deliveries and returns.
• Coordinate data backup processes and support data recovery efforts, ensuring data integrity and availability.
• Manage hardware refresh cycles, including warranty and out-of-warranty repairs and replacements.
• Collaborate with external suppliers and vendors to schedule repairs for malfunctioning hardware.
• Provide walk‑up support for end users, addressing hardware and software issues promptly.
• Offer specialized support to executives (VIPs), ensuring minimal disruption to their work.
• Provide audio and video support, including system health checks and troubleshooting.
• Work with external vendors to coordinate dispatch and repair support, ensuring timely resolution of hardware issues. Open, manage, and close service requests.
• Track and assign incidents, ensuring timely resolution in line with service level agreements (SLAs).
• Manage the classification, assignment, and tracking of requests to ensure efficient completion.
• Collaborate with cross‑functional teams (e.g., HR, IT) to support the onboarding process for new hires, ensuring seamless equipment provisioning and setup.
• Ensure that all hardware and software resolutions align with company policies, standards, and best practices.

Qualifications

• Diploma/bachelor’s degree in information technology/related field OR equivalent experience.
• 3-5 years of IT experience, including technical training.
• At least 2 years of experience in a Global Service Desk Team or similar support role.
• Strong knowledge of Windows and MacOS (including laptops). Experience with Windows 10 imaging.
• Basic understanding of networking (TCP/IP, Windows Networking, Ethernet).
• Experience with networked printers (queue creation, server maintenance).
• Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using ITSM tools (e.g., Remedy, HP Service Center).
• Knowledge of Active Directory and Exchange (user accounts, mailboxes, distribution lists).
• Experience supporting desktop/laptop computers, printers, and mobile devices (PDA, Blackberry).
• Strong written and verbal communication skills.