Desktop Support Technician - Malaysia

Tesla; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading electric vehicle manufacturer is seeking a Desktop Support Technician in Malaysia to troubleshoot and resolve endpoint issues and support IT operations. The role requires strong technical skills in both Windows and MAC environments, along with excellent customer service abilities. You will assist in maintaining the IT infrastructure, aiming to provide timely resolutions for end users. Candidates should be able to learn quickly and thrive in a fast-paced environment.

Qualifications

• Ability to troubleshoot and resolve PC and workstation issues both onsite and remotely.
• Experience in using ticket-based systems to register incidents and requests.
• Knowledge of wired and wireless network troubleshooting.

Responsibilities

• Provide technical support for end-users of desktop applications and hardware.
• Diagnose and troubleshoot network issues.
• Ensure timely resolution of end user problems as per service level agreements.

Skills

Troubleshooting PC issues

Customer service

Support for Windows and MAC

Knowledge of IP networks and protocols

Experience with VOIP systems

Tools

Avaya VOIP

MS SCCM/Jamf

Job description

What To Expect

Tesla is currently seeking a Desktop Support Technician to join our team in Malaysia. This position within the IT Operations team will be on the front lines of Tesla’s IT support via Phone and Ticketing system. The primary task of this position will be to troubleshoot and resolve endpoint issues, install and support the systems, and assist with the day-to-day operations for Tesla’s global IT infrastructure to support the growth of Tesla’s initiatives. The ideal candidate will have a strong passion for technology and customer service in a fast-paced corporate environment and be able to learn quickly.

Responsibilities

• Provide day-to-day delivery and technical support for end-users of desktop applications, telephones, handheld email devices, printers, computer hardware, mobile device, AV system and familiar with retail store support via Ticketing and Phone support and onsite support as required
• Support Windows and MAC
• Diagnose and troubleshoot computer and general network issues
• Provide timely resolution of end user problems as per SLA
• Provide support for field personnel remote communications and connectivity
• Basic administration of phone systems
• Perform other duties as required by company management and outside business associates
• Exercise independent judgment consistent with department guidelines / standards
• Organize and prioritize workflow and to meet established timeframes
• Maintain updated knowledge of policies, procedures, products and activities of assigned area
• Participate in on call activities and follow escalation process to provide 24/7 support on weekdays and weekend

Requirements

• Ability to troubleshoot and resolve issues with PC’s, Powerful Workstations, Laptop hardware and software onsite and remote
• Knowledge of Windows and OS X environment and computer hardware and software at an intermediate or advanced level
• Experience in provisioning support with Avaya VOIP hardware/software or an equivalent VOIP ecosystem
• Must have experience working with ticket-based systems for registering incidents and requests
• Knowledge of IP networks, DNS, DHCP and experience with troubleshooting all aspects of wired and wireless configurations
• Experience with MS SCCM/Jamf or equivalent computer imaging
• Experienced in remote customer support including wireless LAN access, VPN, DSL, and Cable services
• Experience in Backups, Active Directory, O365, and Windows server environment
• Configure & troubleshoot endpoint devices, operating system, POS, desktop / kiosk applications, telephony, and all IT hardware located at site
• General knowledge of AV system support including, operation, installation, and configuration of projectors, amplifiers, AV matrix routers, control systems and touch panels
• Excellent oral and written communication skills and able to communicate, read, and write effectively in English and other local language
• Excellent customer service skills, strong attention to details with excellent follow up
• General understanding of server computing, networking, phone setup- support, storage, virtualization, and business applications