Engineer V, IT User Supp

Ultra Clean Technology; Simpang Ampat; On-site; MYR 48,000 - 60,000; Full time

Job summary

A leading technology firm in Malaysia is seeking an experienced IT Service Desk Technician to provide technical support to end-users, manage IT systems, and ensure smooth operations. The ideal candidate will have strong troubleshooting skills and a background in IT support with at least 3 years of experience. This role involves mentorship and team collaboration to maintain high standards of service, requiring both technical expertise and excellent customer service skills.

Qualifications

• 3+ years of experience in a technical support or IT help desk role.
• Relevant certifications e.g., CompTIA A+, Network+ are a plus.

Responsibilities

• Provide first-line technical support to end-users.
• Setup and configure workstations.
• Manage user accounts and ensure security best practices.
• Assist in IT projects and coordinate with other IT teams.

Skills

Technical support

Troubleshooting

Customer service

Communication

Problem-solving

Teamwork

Organization

Learning adaptability

Education

High school diploma or equivalent

Technical training or certifications

Tools

Help desk software

Ticketing systems

Remote support tools

Job description

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT - as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success – join us today!

UCT is currently seeking an experienced and talented Engineer V, IT User Supp to join our team!

Key Responsibilities

Job Summary

We are seeking a skilled and motivated IT Service Desk Technician to join our team. The ideal candidate will have a strong foundation in technical knowledge, troubleshooting, and problem-solving, combined with excellent customer service skills. The IT Service Desk Technician will be responsible for providing technical support to end-users, managing tickets, and ensuring the smooth operation of IT systems and services.

Technical Support

• Provide first-line technical support to end-users for hardware, software, and networking issues.
• Identify, diagnose, and resolve common technical problems following standard troubleshooting procedures.
• Utilize help desk software and ticketing systems to manage and track support requests.
• Basic knowledge of scripting (PowerShell).
• Mentorship & Development: Provide coaching, training, and performance feedback to team members to foster growth and maintain high standards.
• Workload Management: Assign tasks, manage priorities, and ensure balanced workload distribution across the team.
• Familiarity with InTune mobile device management (MDM).
• Handling complex technical issues independently.
• Root cause analysis and solution implementation.
• Reporting & Metrics: Track and report on support metrics, ticket resolution times, and team performance to management.

Setup and Configuration

• Set up and configure workstations, ensuring they meet the required specifications and security standards.
• Install and update software applications as needed, ensuring compatibility and security.
• Perform routine maintenance and system checks to ensure optimal performance.

User Account Management

• Assist in password resets and manage user accounts following security best practices.
• Provide guidance to users on basic security practices, including password management and phishing awareness.

Networking and System Support

• Intermediate network configuration and troubleshooting.
• Integrating new software and hardware into existing systems.
• Basic scripting for automation and efficiency improvements.
• Understand and troubleshoot basic networking concepts, including IP addresses, DNS, and DHCP.
• Use remote support tools to assist users who are off-site or working remotely.
• Intermediate knowledge - configuration of routers and switches.
• Troubleshooting network issues (Wi-Fi connectivity, VPN problems).
• User account management (Active Directory, Office 365, Exchange, Teams).
• Understanding of basic server administration.
• Performing routine checks and maintenance tasks.
• Applying patches and updates.

Security Awareness

• Promote and adhere to basic security practices, ensuring the protection of company data and user information.
• Understanding of basic security practices, including password management, and phishing awareness.
• Implementing security policies and procedures.
• Conducting security audits and compliance checks.

Project Participation

• Assisting in IT projects (deployments, migrations).
• Coordinating with other IT teams (networking, development).

Qualifications

Basic Technical Knowledge

• Understanding of computer hardware and software fundamentals.
• Familiarity with various operating systems (Windows, macOS, Linux).
• Basic networking concepts, such as IP address configuration, DNS, and DHCP.

Troubleshooting and Problem-Solving

• Ability to identify and resolve common technical issues efficiently.
• Competence in following standard troubleshooting procedures.

Tools and Software

• Proficiency in using help desk software and ticketing systems.
• Basic knowledge of remote support tools to assist with off-site troubleshooting.

Additional Skills

• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Willingness to learn and adapt to new technologies and procedures.

Experience

• 3+ years of previous experience in a technical support or IT help desk role is preferred.
• Relevant certifications (e.g., CompTIA A+, Network+, MS: Modern Desktop Administrator Associate) are a plus.

Education

• High school diploma or equivalent; additional technical training or certifications are preferred.

Work Environment

• Office-based position.
• May require occasional evening or weekend work for system maintenance and upgrades.

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Location

This position is designated as onsite support within the United States

At Ultra Clean Technology, we do not just welcome diversity - we celebrate it! Ultra Clean Technology is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under laws and regulations.