IT HELP DESK TECHNICIAN

Encia Dental Specialist; Kuala Lumpur; On-site; MYR 40,000 - 55,000; Full time

Job summary

A dental care provider in Kuala Lumpur is looking for an IT Support Specialist to assist with technical issues. The ideal candidate will have a diploma or degree in IT, at least two years of relevant experience, and will be proficient in Microsoft 365 products. Responsibilities include troubleshooting and problem resolution while ensuring high customer satisfaction. This role demands strong communication skills and attention to detail.

Qualifications

• Minimum of two years of relevant IT experience.
• Solid understanding of computer systems and mobile devices.
• Experience supporting Microsoft 365 products.

Responsibilities

• Serve as the initial contact for IT technical assistance.
• Conduct troubleshooting to identify and resolve issues.
• Promote customer satisfaction through swift problem resolution.

Skills

Technical troubleshooting

Communication skills

Team collaboration

Problem-solving

Attention to detail

Education

Diploma or bachelor's degree in IT or related field

Tools

Microsoft Windows

MS Windows Server

HP/DELL hardware

FortiGate Firewall

MS 365 products

Job description

DUTIES & RESPONSIBILITIES

• Serve as the initial point of contact for internal customers who require IT technical assistance, whether through phone or email.
• Conduct remote troubleshooting using diagnostic methods and targeted questions to identify issues.
• Assess the best solution based on the IT issue and details provided by internal customers, guiding them through the problem-solving process.
• Promote internal customer satisfaction by providing preventive maintenance, troubleshooting, and swift resolution of complex problems.
• Refer unresolved issues to the next level of support personnel.
• Utilize strong communication skills to collaborate with cross-functional IT colleagues, both within the country and across multi-regional teams, as part of a unified IT organization.
• Resolve complex problem management issues by investigating and formulating solutions for systems and operations.
• Responsibilities may include server administration, system installation and configuration, network operations and configuration, backup and recovery, as well as software and hardware troubleshooting, all in accordance with service level agreements.
• Interact with IT infrastructure, network services, software systems engineering, and applications development teams to restore service availability and identify the root cause of complex problems.
• Follow up and escalate issues according to system criticality.
• Identify and propose enhancements to procedures.

EDUCATION & REQUIREMENTS

• Should have a diploma or bachelor’s degree in IT, engineering, or a related field, or possess equivalent work experience.
• At least two years of relevant experience in IT operations, IT infrastructure, or IT service delivery, including support for end users and site-level assistance for other IT functional teams.
• Solid understanding of computer systems, mobile devices, and other technology products.
• Experience primarily with Microsoft (MS) Windows, MS Windows Server, HP/DELL hardware and network equipment, FortiGate Firewall, and MS Defender Anti-virus.
• Strong knowledge and experience supporting Microsoft (MS) 365 products, including MS Exchange, MS Teams Communications, MS SharePoint, and MS Office.
• Ability to independently diagnose and resolve basic technical issues via remote desktop tools (such as TeamViewer or AnyDesk) or on-site support.
• Quality and security oriented, with attention to detail in carrying out procedures.
• Team player who actively shares problems and solutions and proactively assists others.
• Proficiency in English and excellent communication skills, along with a positive attitude toward colleagues and a passion for the role.

Email resume to: ***************@gmail.com

Contact No: 012-2626985