IT Helpdesk Specialist - First-Line Support

Vacuumschmelze; Kuala Pahang; Hybrid; MYR 36,000 - 60,000; Full time

Job summary

Jora Malaysia is seeking an IT Support professional to deliver first-line support across on-site and remote sessions in Pekan and Singapore. You will troubleshoot IT issues, maintain hardware and software, and assist with network connectivity to ensure reliable access.

The role requires a diploma in IT or related field and strong communication in English, with the ability to work independently and escalate issues to VACM and Syntax teams as needed.

Qualifications

• Diploma in Information Technology, Computer Science, Computing Studies, or related field.
• Relevant experience in IT support, troubleshooting, and user support.
• Good knowledge of IT hardware, software, network connectivity, and troubleshooting.
• Good communication and problem-solving skills.
• Able to respond quickly to users and provide effective solutions to IT-related issues.
• Willing to learn new technologies and develop IT knowledge.
• Able to work independently and provide support through on-site or remote sessions.

Responsibilities

• Provide first-line IT support to users and troubleshoot IT-related issues through on-site or remote sessions.
• Act as the Key User for VACM and first-line user support for Pekan and Singapore.
• Communicate, coordinate, and escalate IT requests or issues to VAC IT Hanau and Syntax teams when required.
• Support and monitor network connectivity and performance to ensure stable internet access across the company.
• Report network connectivity issues to the local ISP and Syntax for timely resolution.
• Support and resolve hardware-related issues involving IT devices and equipment.
• Ensure IT devices are updated with the latest Windows version and compliant via Five9 console.
• Support and resolve software-related issues to ensure software remains compliant and up-to-date.
• Participate in IT infrastructure upgrade and expansion projects.
• Provide technical support for telephone systems, CCTV, and access door systems.
• Maintain IT devices including desktops, Wyse terminals, monitors, and IT consumables.
• Manage and create IT requests and incident tickets through portals.
• Support Active Directory administration, including resetting passwords.
• Support SAP user administration, including locking/unlocking SAP accounts.
• Support AVD Pilot account activities and testing.
• Assist with vulnerability monitoring through Qualys Guard.
• Support Cisco Meraki Dashboard activities, including VAC Guest Wi-Fi accounts.
• Manage and create user accounts through CWORKS Admin.
• Manage and deploy Windows imaging through Five9s console.
• Participate in continuous improvement of IT work processes.
• Monitor and report incidents and unsafe work practices per safety requirements.

Skills

IT support

Troubleshooting

Networking

Communication

Problem solving

Independent work

Remote sessions

Education

Diploma in IT / related field

Tools

Five9 console

Active Directory

SAP user admin

Cisco Meraki

CWORKS Admin

Windows imaging

Qualys Guard

Job description

Jora Malaysia is seeking an IT Support professional to deliver first-line support across on-site and remote sessions in Pekan and Singapore. You will troubleshoot IT issues, maintain hardware and software, and assist with network connectivity to ensure reliable access.

The role requires a diploma in IT or related field and strong communication in English, with the ability to work independently and escalate issues to VACM and Syntax teams as needed.