Desktop Support Engineer

Talentcloud.ai; Petaling Jaya; On-site; MYR 40,000 - 50,000; Full time

Job summary

A technology solutions firm in Malaysia is seeking an IT Support Specialist to provide technical assistance to end-users. Responsibilities include diagnosing issues, troubleshooting problems, and delivering high-quality service via multiple channels. Candidates should possess a diploma or degree in a related field and have at least two years of experience. Communication skills in English and Malay are essential, as well as the ability to work independently and in a team environment.

Qualifications

• At least 2 years of related working experience.
• Ability to provide technical assistance to end-users.
• Demonstrated aptitude for continuous learning.

Responsibilities

• Provide technical support to end-users through various channels.
• Diagnose and troubleshoot IT-related issues.
• Document processes and create knowledge base entries.

Skills

Good communication skills in English

Troubleshooting skills

Ability to work independently

Interpersonal skills

Education

Diploma / Advanced Diploma in Engineering or related field

Professional Certificates or Bachelor Degree

Tools

Ticketing system

IT troubleshooting tools

Job description

• Candidate should possess a Diploma / Advanced Diploma, Professional Certificates, Bachelor Degree or equivalent in Engineering (Computer / Telecommunication), Computer Science / Information Technology
• Preferably at least 2 years of related working experience.
• Preferably Executive specializing in Information Technology or equivalent.
• Good communication skills in English, Malay language for both spoken and written.
• To provide technical and process assistance to end-users via on-site, phone, email, live chat and web-form.
• To diagnose and troubleshoot end-users’ problems with various IT tools.
• To perform an initial assessment, attempts to resolve or elevate the problem based on customer’s standard support process and procedures.
• Analyzes and clarifies the queries by conducting research and troubleshooting the issues.
• Provide necessary operation reports and documentation.
• Performs work in compliance within specified KPI/service level requirements.
• Performs any ad hoc or scheduled PC refresh within customer's premise.
• Provide level 2 users support (onsite support by attending to end user).
• Troubleshooting network operating system, software and hardware.
• Being familiar with network operating system, software and hardware.
• Work within a ticketing system and create documentation for new processes.
• Training staff to maximize the potential of existing technology.
• Providing individual support and training upon request.
• Providing recommendations about support and information access.
• Maintaining an updated inventory of software, hardware and resources.
• Demonstrated aptitude for continuous learning and innovative thinking.
• Able to work independently and in a team environment.
• Strong written, oral and interpersonal skills with a demonstrated ability to communicate with outside vendors and internal staff.
• Documenting case studies and relevant IT processes and procedures, and adding to the knowledge base of the organization.