Executive – Network Operation Centre (Klang Valley)

Scicom (MSC) Berhad; George Town; On-site; MYR 30,000 - 36,000; Full time

Benefits offered by this job

Attractive salary (RM3,000)

Performance-related bonus

Medical coverage

Working location: Klang Valley

Job summary

Scicom (MSC) Berhad in Malaysia is seeking an IT Helpdesk Support professional to deliver day-to-day technical assistance for end users and devices, including desktops, printers, and AV systems. You will diagnose issues, support Windows and MacOS environments, and ensure resolution within SLA, while participating in on-call rotation for 24/7 weekday and weekend support.

The role requires a Diploma or Degree in IT, strong English communication, and a customer-focused, team-oriented approach.

Qualifications

• Diploma or Degree in IT-related disciplines.
• Excellent communication in English (oral and written).
• Strong customer service mindset with attention to detail.
• Team-oriented with proactive problem-solving.
• Able to troubleshoot PCs, workstations, and software onsite and remotely.
• Knowledge of Windows and macOS environments, and IT hardware.

Responsibilities

• Provide day-to-day delivery and technical support for end users of desktop applications, devices, and AV systems.
• Support Windows platforms; MacOS knowledge is a plus.
• Diagnose and troubleshoot computer and general network issues.
• Resolve end user problems within SLA; perform on-call 24/7 support on weekdays and weekends.
• Provide remote communications and connectivity support for field personnel.
• Manage basic administration of phone systems.
• Organize workflow to meet timeframes.
• Maintain knowledge of policies and procedures.

Skills

IT support skills

Excellent English

Customer service

Team player

Troubleshooting

Windows & macOS

Networking basics (DNS/DHCP)

VOIP knowledge

Education

Diploma/Degree in IT

Tools

Avaya VOIP systems

Ticketing system

Active Directory

O365

Windows Server

VPN

Job description

• 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 Microsoft Windows (MacOS knowledge an added advantage).
• Diagnosing and troubleshooting 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 the escalation process to provide 24/7 support on weekdays and weekend.

Configure & troubleshoot endpoint devices, operating system, desktop / kiosk applications, telephony, and all IT hardware located at site.

Skills Required

• Possesses minimum a Diploma/Degree holder in IT related disciplines.
• Excellent oral and written communication skills and able to communicate, read, and write effectively in English.
• Excellent customer service skills, strong attention to details with excellent follow up.
• Dynamic, highly motivated and result oriented as a team player.
• 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.
• Experienced in remote customer support including wireless LAN access, VPN, DSL, and Cable services.
• Experience in Backups, Active Directory, O365, and Windows server environment.

Attractive Packages

• Attractive Salary (RM3,000)
• Performance related bonus for confirmed staff.
• Medical and hospitalization coverage.
• Working Location: Klang Valley.