Helpdesk Executive

LOGISTEED Malaysia Sdn. Bhd.; Bandar Baru Bangi; On-site; MYR 39,000 - 73,000; Full time

Job summary

LOGISTEED Malaysia Sdn. Bhd. is seeking a Level 1 support engineer to address issues in Warehouse Management System, Freight Forwarding System, and ERP.

You will log inquiries, escalate when needed, and communicate incident progress. The role requires a Bachelor's degree in CS/IT (fresh graduates welcome) and strong communication. Mandarin and Japanese are preferred; shifts rotate, including midnight hours as plans move to 24-hour operations.

Qualifications

• Bachelor's degree in Computer Science/IT or equivalent.
• Excellent communication and problem-solving skills.
• Ability to multitask and assist multiple users simultaneously.
• Positive and professional demeanor to build rapport with colleagues.
• Fresh graduates are welcome to apply.
• Willingness to work shifts including midnight hours.

Responsibilities

• Provide level 1 support and troubleshooting for business software (WMS, FFS, ERP).
• Record user inquiries via email and log in incident management system.
• Escalate unresolved or complex issues to level 2 support.
• Keep users informed of incident progress and outages.
• Close resolved incidents in a timely manner.
• Follow up on open tickets and influence tech teams for prioritization.
• Relay customer feedback to internal teams.
• Perform user maintenance of business systems in accordance with SOPs.

Skills

Communication

Problem-solving

Multitasking

Customer service

English

Mandarin

Japanese

Education

Bachelor's Degree in Computer Science/Information Technology

Tools

Microsoft 365 Suite

Word

Excel

PowerPoint

Teams

Zendesk

Jira

FortiRecon

FortiMail

EDR

WMS

TMS

CargoWise

D365

Job description

Provide level 1 support and troubleshooting assistance for users encountering issues with the business software (Warehouse Management System, Freight Forwarding System, ERP system etc.).

Record user inquiries via email and processes in the incident management system.

Escalate unresolved or complex issues to level 2 support or relevant technical teams for further investigation and resolution.

Keep users informed of incident progress and notify them of changes or outages.

Close resolved incidents, requests, and others in a timely manner.

Follow up on open tickets and influence tech teams for prioritization.

Relay customer feedback or suggestions to the appropriate internal teams.

Perform operations such as user maintenance of business systems in accordance with SOPs.

Work Schedule:

Rotational Shift (Monday to Friday Included Malaysia Public Holiday):

1st Shift: 8:30am to 6:00pm (Break time: 1 hour)

2nd Shift: 4:00pm to 1:30am (Break time: 1 hour)

3rd Shift: 12:30am to 10:am (Break time: 1 hour)

The Shifts are expected to be rotated on a weekly basis.

Qualifications:

Bachelor's Degree (Preferable: Computer Science/Information Technology or equivalent).

Excellent communication & problem-solving skills.

Good knowledge of Microsoft products (Microsoft 365, Word, Excel, PowerPoint, Teams).

Ability to multitask efficientlyand provide prompt assistance to multiple users simultaneously.

Positive and professional demeanorto build rapport with colleagues and ensure a satisfactory customer experience.

Languages: English is required, Chinese (Mandarin) and Japanese are preferable.

Fresh graduates are welcome to apply.

Preferable: Willingness to work as an L2 application support engineer (Jave, .Net, etc.) in the future.

Preferable: Experience in ZenDesk, Jira (*ZenDesk is used in our helpdesk operations).

Preferable: Willingness to work at midnight (0:00am to 8:00am), *We have plans to switch to 24-hour operation in the future.

Preferable: Experience cybersecurity monitoring support (FortiRecon, FortiMail, EDR, etc.).

Preferable: Experience of WMS, TMS, CargoWise, D365, M365 support.