End User Services Expert

Merck Gruppe; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the healthcare industry seeks a skilled IT Support Technician to provide technical support for Windows-based systems. Responsibilities include troubleshooting, system monitoring, and technical documentation. Ideal candidates will have a Bachelor's degree in Information Technology and relevant certifications. Fresh graduates with demonstrated technical aptitude are encouraged to apply.

Qualifications

• Bachelor's degree in IT, Computer Science or related field.
• Experience in enterprise IT support, preferably in healthcare or pharmaceutical.
• Relevant IT certifications preferred.

Responsibilities

• Provide technical support for Windows systems, resolving hardware issues.
• Monitor system performance and proactively tackle potential issues.
• Document procedures and maintain asset inventory.

Skills

Problem-solving

Customer service orientation

Technical documentation

Communication

Education

Bachelor's Degree in Information Technology

Tools

CompTIA A+

Microsoft certifications

Job description

Your Role:

• Provide comprehensive technical support for Windows-based systems, ensuring optimal performance and minimal downtime for end users
• Troubleshoot and resolve hardware issues on desktops, laptops, network equipment, and server components in a timely and efficient manner
• Respond to service requests and incident tickets through our IT service management system, maintaining high customer satisfaction scores
• Conduct on-site and remote technical support visits to diagnose and resolve complex technical issues, ensuring minimal business disruption
• Monitor system performance and proactively identify potential issues before they impact end users or business operations
• Work closely with IT team members and vendors to escalate complex issues and implement solutions that align with enterprise standards
• Participate in IT projects including system deployments, hardware refreshes, software installations, and infrastructure upgrades
• Document technical procedures, maintain accurate asset inventory, and update knowledge base articles to improve team efficiency and knowledge sharing
• Ensure all technical activities comply with IT security policies, regulatory requirements, and industry best practices

Who are you:

• Bachelor's Degree in Information Technology, Computer Science, or a related technical field of study
• Experience in enterprise IT support environment, particularly in healthcare or pharmaceutical industry is a plus
• Possess relevant IT certifications (CompTIA A+, Microsoft certifications, or equivalent) is a plus
• Excellent problem-solving abilities and strong customer service orientation
• Willing to work flexible hours and provide occasional after-hours support as required by business needs
• Ability to work independently and as part of a collaborative IT team environment
• Practical English communication skills, especially for technical documentation and user interaction
• Fresh graduates with relevant educational background and demonstrated technical aptitude are welcome to apply