IT Helpdesk Support ( Malaysian Chinese Only )

WOW PEOPLE SDN. BHD.; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

WOW PEOPLE SDN. BHD. is seeking an IT Helpdesk Support professional in Malaysia to provide daily technical assistance to merchants and key accounts. You will monitor the ticketing system, troubleshoot issues, and coordinate with internal teams to resolve production problems.

The role requires a Diploma/Degree in IT or CS and at least 1 year of IT Support experience. Night shifts and weekend work with rotating days off will be part of the schedule.

Qualifications

• Diploma or Degree in IT/CS or related field.
• At least 1 year in IT Support / Helpdesk (fresh grads are encouraged to apply).
• Basic understanding of web applications / SaaS platforms.
• Familiar with ticketing tools such as Zendesk or Jira.
• Able to perform basic networking, hardware, and software troubleshooting.
• Ability to interpret simple logs or error messages.
• Good oral and written communication, able to work in a team.
• Willing to work the night shift and weekends with replacement off days on weekdays.
• Candidates with full working rights for Malaysia.

Responsibilities

• Provide daily technical support to merchants and key accounts.
• Monitor ticketing system and ensure issues are recorded, tracked, updated, and resolved within timeline.
• Troubleshoot transaction failures, API integration issues, and production problems.
• Perform initial issue investigation, identify root cause, and escalate to internal teams as needed.
• Support incident response with reporting, coordination, and status updates.
• Prepare incident summaries, RCA findings, SOPs, FAQs, and troubleshooting guides.

Skills

Networking basics

Hardware troubleshooting

Software troubleshooting

Communication skills

Problem solving

Multi-tasking

Independent worker

Education

IT/CS Diploma or Degree

Tools

Zendesk

Jira

Job description

IT Helpdesk Support ( Malaysian Chinese Only )

Provide daily technical support to merchants and key accounts, mainly handling technical inquiries and integration issues.

Monitor ticketing system and ensure all technical issues are recorded, tracked, updated, and resolved within timeline.

Consistently troubleshoot transaction failures, API integration issues, payment discrepancies, and other production-related problems.

Perform initial issue investigation, identify root cause, and elevate to relevant internal teams when required.

Support incident response for urgent production issues, including issue reporting, coordination, follow-up, and status updates.

Assist in preparing incident summaries, RCA findings, SOPs, FAQs, and troubleshooting guides.

Monitor payment system performance and conduct routine production checks to ensure transaction stability.

Work on rotational shift schedule and respond promptly to urgent technical or production issues.

Requirements

Diploma or Degree in Information Technology, Computer Science, or related field.

At least 1 year above in IT Support / Helpdesk (Fresh grads are encouraged to apply).

Basic understanding of web applications / SaaS platforms.

Familiar with ticketing tools (e.g., Zendesk, Jira etc) is a plus.

Able to perform basic troubleshooting networking, hardware, and software troubleshooting.

Ability to interpret simple logs or error messages.

Good oral and written communication skills with the ability to work effectively in a team.

Good problem-solving skills with the ability to identify, research, and resolve issues.

Ability to work in a fast-paced environment and manage multiple projects simultaneously.

Proactive, responsible, and able to work independently.

Willing to work the night shift and weekends with replacement off days on weekdays (e.g. Friday and Saturday or Sunday and Monday).

Candidates with full working rights for Malaysia