Helpdesk Support

Netpoleon Malaysia; Petaling Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading IT Security firm in Petaling Jaya seeks a Service Desk Engineer to handle customer requests and ensure timely resolutions. Candidates should have a Bachelor's Degree in Computer Science or a related field and experience with Service Desk tools. Excellent communication and customer service skills are essential. The role requires the candidate to work in a fast-paced environment managing multiple requests while ensuring customer satisfaction. Join our team and embark on an exciting career in IT Security.

Qualifications

• Bachelor's Degree or equivalent in Computer Science/Information Technology required.
• Experience with Service Desk tools is essential.
• Ability to work independently on technical issues (L1).

Responsibilities

• Receive, validate and log customer requests.
• Assign engineers for all requests and track their progress.
• Ensure timely resolution of requests and keep customers updated.

Skills

Good communication skills

Customer service

Fast learner

Technical issue resolution (L1)

Basic network connectivity troubleshooting

Education

Bachelor's Degree in Computer Science or Information Technology

Tools

SugarCRM

SuiteCRM

OTRS

Job description

Netpoleon Solutions is a well-established IT Security and Network Company recently acquired by Macnica Inc – a US 5.5 Billion Dollar Revenue company. With offices in Singapore, Australia, Cambodia, India, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Thailand, Vietnam and parent company in Japan and US, we are now inviting individuals that have strong skills and knowledge in IT Security to join us. You will be able to embark on an exciting career, as we pursue our strategic expansion.

Working Hours: 9am to 6pm, Mon‑Fri

Salary will commensurate with qualification and experiences

Job Title

Responsibilities

• Responsible for receiving, validating and logging customer requests (tickets).
• Find available engineer and assign engineer for all requests (tickets).
• Ensure all requests (tickets) assigned are worked on, updated (track requests and determine current activity on it) and resolved.
• Analyse and interpret the requests to ensure the classification, prioritization and escalation of the requests are meet the SLAs.
• Work closely with colleagues to ensure the swift resolution of issues and the customer are kept updated on the progress in relation to the resolution of the issue.
• Follow up on outstanding requests and ensure timely resolution. Escalation to both internal and external (principal and customer) to resolve issues when required.
• Requiring standby 24x7 (weekly rotation) - responds to new tickets through ticketing system.

Requirements

• Candidates must possess at least Bachelor's Degree/ Post Graduate Diploma/ Professional Degree in Computer Science/ Information Technology or equivalent.
• Good knowledge and experience in the area of Service Desk tools (SugarCRM, SuiteCRM, OTRS, etc)
• Good communication and good customer services.
• Fast learner who is pleasant, patient, self‑disciplined and self‑starter.
• Must be able to research and resolve technical issue (L1) independently.
• Good command in English.
• Basic network connectivity troubleshooting would be an added advantage.
• ITIL foundation certified would be an added advantage.

Interested candidates, please apply via the “Apply Now” button below. We regret that only shortlisted candidates will be notified.