Global Cloud Support Engineer — 24/7 ITSM

We+ Asia; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

We+ Asia is seeking a remote IT Service Desk specialist to support international public cloud customers. You will troubleshoot via ITSM, logs, and monitoring tools, gather user requirements, and escalate as needed for resolution.

The ideal candidate has 2+ years in IT service desk, strong Chinese communication, and experience with Linux/Windows servers and common networks. The role requires flexible shifts to support a global user base.

Qualifications

• Associate or bachelor’s degrees in computer science, information technology, or related field or equivalent experience.
• 2+ years IT Service Desk/Help Desk with ITSM and ticket-driven workflow.
• Strong proficiency in Chinese, including written and verbal communication.
• Expertise in Linux or Windows Server administration and troubleshooting.
• Understanding of TCP/IP, HTTP, DNS, VPN, Load Balancers.
• Understanding of core cloud services from at least one major provider.
• Excellent customer service and communication skills with patience and professionalism.
• Strong logical thinking and problem-solving abilities.
• Excellent team player, sharing information and collaborating with others.
• Ability to clearly articulate problem processes and solutions.

Responsibilities

• Serve as the first point of contact for international public cloud customers; provide remote technical support via ITSM platform, hotline, and chat.
• Utilize monitoring tools and log analysis to deep dive cloud user issues.
• Gather requirements, identify issues, escalate tickets, and engage product teams until resolved.
• Document problem details and prepare escalation materials for further investigation.
• Create and maintain knowledge base articles for common solutions to improve resolutions.
• Communicate troubleshooting progress clearly and manage customer expectations.
• Adapt to rotating shifts to ensure global user service experience.

Skills

Cloud support

Linux/Windows server

Networking basics

Customer service

Problem solving

Team collaboration

Chinese language

Education

Associate or Bachelor’s degree in CS/IT or related field

Tools

ITSM platforms

Monitoring/Log analysis

Job description

We+ Asia is seeking a remote IT Service Desk specialist to support international public cloud customers. You will troubleshoot via ITSM, logs, and monitoring tools, gather user requirements, and escalate as needed for resolution.

The ideal candidate has 2+ years in IT service desk, strong Chinese communication, and experience with Linux/Windows servers and common networks. The role requires flexible shifts to support a global user base.