Global 24/7 Tech Support Operations Specialist

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 31,471 - 52,452; Full time

Benefits offered by this job

Salary up to RM4,700

Medical Insurance

Job summary

Scicom MSC Berhad in Kuala Lumpur is seeking a Customer Support & Case Management specialist to provide technical assistance for Lenovo ISG products including servers, storage, and networking solutions. You will handle non-voice interactions via eTicket and chat, with voice support as needed.

Responsibilities include logging, triaging, and documenting cases, guiding customers through problem isolation, and maintaining timely updates while ensuring SLA compliance across a 24x7 rotating shift

Qualifications

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field.
• Basic technical knowledge of enterprise data center technologies (servers, storage, networking).
• Experience using case management or ticketing systems for case logging, service request creation, escalation, and documentation.
• Basic understanding of incident management processes.
• Good understanding of SLAs and support operations.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Ability to multitask between technical troubleshooting and administrative responsibilities.

Responsibilities

• Provide technical support for Lenovo ISG products via non-voice channels (eTicket and Chat); voice support may be required.
• Create, update, route, and maintain technical support cases in internal systems; assess issue severity and prioritize routing.
• Monitor global support queues and coordinate with engineers, partners, and stakeholders to maintain workflows.
• Track case progress, follow up on actions, and provide timely updates to customers.
• Analyze case trends and optimize workflows; use dashboards/analytics to monitor volumes and performance.
• Translate technical findings into clear customer communications and actions for resolution.
• Support customers worldwide in a 24x7 rotating shift environment.

Skills

Written communication

Verbal communication

Analytical skills

Problem solving

Multitasking

English proficiency

Education

IT/CS/Engineering degree

Tools

Case management systems

Power BI

Power Automate

Job description

Scicom MSC Berhad in Kuala Lumpur is seeking a Customer Support & Case Management specialist to provide technical assistance for Lenovo ISG products including servers, storage, and networking solutions. You will handle non-voice interactions via eTicket and chat, with voice support as needed.

Responsibilities include logging, triaging, and documenting cases, guiding customers through problem isolation, and maintaining timely updates while ensuring SLA compliance across a 24x7 rotating shift