IT Helpdesk Support Specialist

We are looking for a member of IT Service Operations, providing remote L1/L2 support for systems and applications, with potential to advance to a more senior position upon demonstrating maturity.

Job Functions

• Providing prompt and efficient remote L1/L2 helpdesk responses to assist company users' queries made through IT helpdesk system.
• Carry out remote troubleshooting, diagnosis, and configuration changes for systems, networks, and software.
• Able to recognise problems, assign incidents, and escalate situations that need immediate attention.
• Update and monitor IT infrastructure and software, installations, relocations, revisions, and site preparation work across offices. Responsible for asset and inventory management.
• Management of service requests: hardware requests, user setups, moves, additions, and modifications.
• Ensure case data and case comments are accurate and complete at all times.
• In-charge of onboarding/offboarding of all IT systems and End User Computing services.
• Utilize Remote and Diagnostics tools as needed to assist users in basic troubleshooting.
• Troubleshooting and relating resolution procedures to non-technical end-users.
• Analytical, articulate, results-oriented and can provide excellent follow-up.
• Perform timely workstation hardware and software upgrades as required.
• Provide user training as and when required.
• Ad hoc tasks and project management as determined by Regional IT Manager.

• Graduate of Information Technology and/or other related courses/diploma/degree.
• Prior L1 remote support expertise, including software deployment, diagnosis, and troubleshooting, would be valued as a distinct advantage.
• Good knowledge of Microsoft solutions e.g., Microsoft 365, package, MS Windows client, OneDrive, SharePoint.
• Good understanding of computer systems, networking, and other tech products e.g., LAN & Wi-Fi solutions, firewall, backup, antivirus server and storage.
• Possesses understanding and technical ability for Computers, Hardware, and Software Troubleshooting.
• Exhibit a strong capacity for information gathering, analysis, and problem-solving.
• Customer service oriented and good team player.
• Excellent interpersonal, communication, organisational, and professional interfacing abilities with a variety of users and personnel within the company.
• Strong time management abilities, including the capacity to prioritise tasks, multitask, and work well in a team atmosphere that is fluid, dynamic and fast-paced.
• Strong written and verbal English communication skills.

Other languages such as Bahasa Malaysia, Mandarin, Cantonese, Tamil, or Thai will have an added advantage.