IT Helpdesk Support (1-Year Contract)

Trescal; Selangor; Hybrid; MYR 150,000 - 200,000; Full time

Job summary

A leading technology services provider seeks a motivated Level 1 & 2 IT Helpdesk Support professional based in Malaysia. This role involves providing first-line and second-line support to users in Australia and New Zealand. Ideal candidates will have strong customer service skills, a background in IT support, and be capable of working independently to solve technical issues. Flexibility for shifts aligning with Australian and New Zealand time zones is key, alongside a willingness to travel occasionally.

Qualifications

• Strong knowledge of Microsoft 365, Azure, and device management.
• Ability to work independently on complex issues.
• Willingness to travel to Australia and/or New Zealand at least once per year.

Responsibilities

• Act as the first point of contact for IT support requests.
• Provide advanced troubleshooting for escalated incidents.
• Support Microsoft Azure, Active Directory, and identity-related services.
• Contribute to improving documentation, processes, and support standards.

Skills

Excellent written and verbal communication skills in English

Strong customer service focus

Organisational skills

Experience in Level 2 helpdesk or desktop support

Knowledge of Windows OS and Microsoft 365

Education

Degree or Diploma in an IT-related discipline

Tools

Microsoft Azure

Citrix

Job description

Work Arrangement: Remote / Hybrid
Location: Malaysia (supporting Australia & New Zealand operations)

Overview

We are seeking a motivated Level 1 & 2 IT Helpdesk Support professional to join our IT team. Based in Malaysia, this role will support end users across Australia and New Zealand, providing both first-line and second-line technical assistance.

This position is suitable for early-career IT professionals as well as experienced helpdesk analysts looking to expand their skills in a regional support environment.

Role Responsibilities

Level 1 (L1) – First-Line Support

Level 1 support focuses on front-line user assistance, basic troubleshooting, and ticket management.

• Act as the first point of contact for IT support requests via ticketing system, phone, or email.
• Log, categorise, prioritise, and manage support tickets accurately.
• Provide basic troubleshooting for hardware, software, and connectivity issues.
• Assist with user onboarding and offboarding tasks, including account setup and access requests.
• Support standard end-user applications including Microsoft 365, Windows, and iOS.
• Perform basic device setup and configuration for laptops, mobile devices, and peripherals.
• Communicate clearly with users regarding issue status, progress, and resolution.
• Maintain accurate documentation and records of incidents and requests.

Level 2 (L2) – Second-Line Support

Level 2 support handles more complex technical issues, deeper troubleshooting, and project-related tasks.

• Provide advanced troubleshooting and resolution for escalated incidents and recurring issues.
• Support Microsoft Azure, Active Directory, and identity-related services.
• Provide application support for platforms such as Citrix and Claris FileMaker.
• Diagnose and resolve hardware and software issues across remote sites and users.
• Assist with deployment, patching, and maintenance of end-user devices.
• Identify root causes, implement permanent fixes, and reduce repeat incidents.
• Escalate complex or unresolved issues to Level 3 support in line with procedures.
• Participate in IT projects, system improvements, and technology rollouts.
• Mentor and support Level 1 team members as required.
• Contribute to improving documentation, processes, and support standards.

Skills and Experience Required

Excellent written and verbal communication skills in English. A high level of fluency and verbal clarity is essential as you will be supporting English-speaking users.

• Degree or Diploma in an IT-related discipline.
• Strong customer service focus and ability to work with non-technical users.
• Ability to work shifts supporting Australian and New Zealand time zones.
• Strong organisational and documentation skills.
• Team-oriented attitude and willingness to learn.
• Experience in Level 2 helpdesk or desktop support roles.
• Strong knowledge of Windows OS, Microsoft 365, Azure, and device management.
• Ability to work independently on complex issues and elevate when required.
• Microsoft and/or Citrix certifications.
• Experience supporting distributed or regional IT environments.
• Willingness and eligibility to travel to Australia and/or New Zealand at least once per year.

Key Performance Indicators (KPIs)

• Ticket resolution and escalation effectiveness.
• Ticket re-open rates.
• User satisfaction based on feedback and service quality.
• Communication effectiveness and response times.