Helpdesk Support

Intelligence Netcare Sdn. Bhd.; Subang Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A technology company in Subang Jaya is seeking an IT Support professional. The candidate should have a Diploma or Bachelor’s Degree in IT and a minimum of 2 years' experience in Helpdesk support. Responsibilities include providing user access via phone or email, logging issues, and diagnosing technical problems. Strong analytical skills and familiarity with tools like SolarWinds and Zabbix are essential. The role offers an opportunity to work in a fast-paced environment.

Qualifications

• Minimum 2 years of experience in IT Support or Helpdesk.
• Experience in a NOC environment preferred.
• Familiar with commonly used monitoring tools.

Responsibilities

• Provide user access and support via phone or email.
• Log and track issues in the helpdesk system.
• Diagnose and resolve issues or escalate as necessary.

Skills

Analytical skills

Problem-solving skills

Good verbal communication

Good written communication

Time management

Education

Diploma or Bachelor’s Degree in IT or related field

Tools

SolarWinds

Zabbix

Nagios

PRTG

Job description

Intelligence Netcare Sdn. Bhd. – Subang Jaya, Selangor

Diploma or Bachelor’s Degree in Information Technology, Computer Science, or related field.

Minimum 2 years of experience in IT Support or Helpdesk (NOC environment preferred).

Familiar with monitoring tools such as SolarWinds, Zabbix, Nagios, or PRTG.

Strong analytical and problem-solving skills.

Good verbal and written communication skills.

Ability to prioritize tasks and manage time effectively in a fast-paced environment.

JOB RESPONSIBILITIES (HELPDESK SUPPORT)

• Provide TM/SMKMM/User access via phone or email to the i-Netcare Helpdesk, available 5 days a week (8 hours per day).
• Log and track issues in the i-Netcare system, gather and validate customer information, and enable rapid resolution.
• Diagnose and resolve issues within scope or escalate to higher-level support teams when necessary.
• Identify severity levels and provide basic troubleshooting before escalation.
• Execute troubleshooting and resolution steps based on initial findings.
• Follow the escalation procedure for unresolved issues.
• Handle IT-related tasks as instructed by the immediate officer.

JOB SCOPE

1. Response Time: Level 1 (Critical Incident): Response within 15 minutes of logging. Issues include major outages that impact service availability. Estimated resolution: 4–8 hours.
2. Response Time: Level 2 (Moderate Incident): Response within 30 minutes of logging. Issues include partial service degradation. Estimated resolution: 8–24 hours.
3. Response Time: Level 3 (Minor Incident): Response within 1 hour of logging. Issues include isolated service disruptions with low impact. Estimated resolution: up to 72 hours.

Hiring Location : USJ 1

Expected Joining Month : Mid of October / November

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