IT Executive (Network Specialist) - Ipoh, Perak

Yee Lee Group; Ipoh; On-site; MYR 150,000 - 200,000; Full time

Job summary

An established industry player is seeking an IT Executive specializing in network support in Ipoh. This role involves acting as the main point of contact for customers requiring technical assistance, troubleshooting issues, and ensuring efficient resolution of support tickets. The ideal candidate will have a strong background in customer service and technical support, with a solid understanding of IT concepts and tools. This is a fantastic opportunity to join a forward-thinking company that values innovation and customer satisfaction. If you are passionate about technology and eager to make a difference, we encourage you to apply and be part of a dynamic team.

Qualifications

• Experience in help desk or customer support roles is essential.
• Familiarity with ITSM, ITIL, and Cloud Computing is advantageous.

Responsibilities

• Serve as the primary contact for technical support via phone or ticketing.
• Document incidents and manage the ticketing system for efficiency.

Skills

Technical Support

Customer Service

Communication Skills

Problem-Solving

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

ITSM

ITIL

ISO27001

Cloud Computing

Job description

IT Executive (Network Specialist) - Ipoh, Perak

This position is located at Lot 85, Jalan Portland, Tasek Industrial Estate, 31400 Ipoh, Perak. Please check the travel distance before confirming your application for the position.

Key Responsibilities:

• Act as the primary contact for customers seeking technical support via phone or ticketing system.
• Perform remote troubleshooting using diagnostic tools and effective questioning techniques.
• Guide customers through issue resolution and provide accurate information on IT products or services.
• Escalate unresolved issues to higher-level support teams as needed.
• Document incidents, resolutions, and updates accurately in logs and the ticketing system.
• Manage and maintain the ticketing system to ensure operational efficiency.
• Follow up with customers to confirm resolution and provide updates on their cases.
• Identify and recommend process improvements to enhance support efficiency.
• Assist in analyzing Key Performance Indicators (KPIs) and ensuring SLAs are consistently met.
• Communicate customer feedback to internal teams and collaborate to improve service delivery.

Requirements:

• Proven experience in a help desk or customer support role.
• Familiarity with ITSM, ITIL, ISO27001, Cloud Computing, and Industry 4.0 concepts is advantageous.
• Strong understanding of computer systems, mobile devices, and office automation tools.
• Excellent communication and customer service skills with a cool-tempered approach under pressure.
• Bachelor's degree in Computer Science, Information Technology, or related fields, with 2–3 years of relevant experience.
• Fresh graduates are encouraged to apply.

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