IT Helpdesk Support

FIT Pioneer Resources; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading IT solutions provider is seeking an IT Support Technician in Kuala Lumpur. The role involves providing first-line support for technical issues, troubleshooting hardware and software problems, and maintaining IT systems. Candidates should have a Bachelor's degree or equivalent experience, along with proficiency in operating systems and common software. This position offers competitive salary and comprehensive benefits, including night shift allowances and holiday compensation.

Benefits

Competitive salary and benefits

Annual leave

Medical insurance

Night shift allowances

Qualifications

• 2+ years of experience in an IT support role or similar.
• Experience with operating systems and common office software.

Responsibilities

• Provide first-line technical support for IT-related issues.
• Troubleshoot and resolve common hardware, software, and network problems.
• Document troubleshooting steps and solutions.

Skills

Operating systems (Windows, macOS, Linux)

Basic networking principles (IP addressing, DNS, DHCP)

Microsoft Office Suite

Education

Bachelor’s degree in Information Technology or Computer Science

Job description

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Experience: 2+ years of experience in an IT support role or similar. Accept outstanding fresh graduates with a bachelor's degree or above!
• Technical Skills: Proficiency with operating systems (Windows, macOS, Linux).
• Familiarity with common office software (Microsoft Office Suite, email clients).
• Basic understanding of networking principles (IP addressing, DNS, DHCP).

Responsibilities

• Provide first-line technical support for IT-related issues via phone, email, and ticketing systems.
• Troubleshoot and resolve common hardware, software, and network problems.
• Assist users with system access, password resets, and basic IT queries.
• Escalate unresolved or complex issues to L2/L3 support teams as needed.
• Log, track, and update incidents and service requests in the ITSM system.
• Follow standard operating procedures (SOPs) for troubleshooting and issue resolution.
• Ensure timely resolution of tickets in compliance with SLA requirements.
• Provide users with regular updates on the status of their requests.
• Maintain and update knowledge base articles to improve first-time resolution rates.
• Document troubleshooting steps and solutions for common issues.
• Contribute to process improvement initiatives by identifying recurring problems.
• Assist users with hardware requests, ensuring application submission is completed.
• Provide basic troubleshooting for desktops, laptops, printers, and other peripherals.
• Support standard software applications and assist with installations or configurations.
• Monitor IT systems for potential issues and report anomalies to the appropriate teams.
• Ensure compliance with IT policies, security guidelines, and best practices.
• Support IT asset management by tracking and maintaining records of assigned equipment.

Shift schedule: Morning shift: 7 a.m. to 7 p.m.; Evening shift: 7 p.m.-7 a.m. with a one-hour lunch break and two 30-minute breaks scheduled for 4 days and 3 days off for the shift, but the schedule may be adjusted based on current operational needs. No fixed schedule of any fixed or guaranteed shall be granted or implied.

Allowances: 1. Night shifts are RM1,000 per month – 6 months per year are night shifts, so you get RM6,000 per year.

2. RM250 for working during public holidays, substitute holiday for each public holiday worked – (available with or without scheduled work)

Benefits

• Competitive salary and benefits, with corresponding annual leave and medical insurance.

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