IT Engineer (Global Service Desk)

Plexus; Penang; On-site; MYR 150,000 - 200,000; Full time

Job summary

A technology solutions provider is seeking an IT support professional in Penang, Malaysia, to provide first-level technical support, manage incident tickets, and document calls accurately. This role requires advanced communication skills in English, Malay, and Mandarin, alongside a diploma in IT and a minimum of two years experience. Candidates must be ready for rotating shifts and willing to handle call center challenges, ensuring high-quality service to clients at all times.

Qualifications

• Minimum 2 years working experience in a related field preferred.
• Willingness to work OT if there are backlog tickets.
• Ability to navigate and use a call tracking system.

Responsibilities

• Provide 1st level IT technical support for incident tickets.
• Accurately document all calls using the call tracking system.
• Contribute as a global team member to deliver enterprise solutions.

Skills

Decision making

Problem Solving Skills

Basic computer skills

Advanced Verbal Communication Skills in English

Advanced Written Communication Skills in English

Ability to speak Malay

Ability to speak Mandarin

Education

Diploma in Computer Science/Information Technology or equivalent

Job description

Responsibilities

• Provide phone and ticketing system support for IT related systems & Services.
• Provide 1st level IT technical support for Incident tickets.
• Provide 1st level IT support for user Request tickets.
• Accurately document all calls using call tracking system.
• Escalate and route calls and tickets to next level support per defined processes.
• Process service request tickets for account administration.
• Contribute as a global team member, or lead team member, to deliver enterprise solutions.
• Follows established guidelines for Priority 1 incident escalation.
• Coordinates support activities with (e.g. Solution, Infrastructure, and Development) to ensure the solution meets business expectations.
• Provide high quality service via phones, e-mails, IM as a receiver and caller for supported applications and technologies.
• Meet commitments to customer.
• Handle call center system like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Effectively deal with job stress, angry callers, and upset customers; use the most appropriate way to communicate with different behavior types on the telephone Apply the elements of building positive rapport with different types of customers over the phone.

Job Requirements

• Able to work 12 hours rotating shift (morning & night shift) to cover 7 x 24 x 365 support.
• Willing to work OT if any tickets backlog or/and come back to back up the team in the event of 1 or 2 team members taking leave.
• A minimum of a diploma qualification or higher in Computer Science/Information Technology or equivalent. Minimum 2 years working experience in related field preferred.
• Possess basic computer skills Strong in Decision making, Problem Solving Skills.
• The ability to diagnose, troubleshoot and, resolve (and follow up) issues over the phone in a fast-paced, dynamic environment.
• Ability to work closely with other team members and departments.
• Advanced Verbal and Written Communication Skills in English.
• Ability to speak in English, Malay and Mandarin to effectively communicate with Mandarin-speaking clients.
• Based in Penang, Malaysia.