IT Helpdesk Support Technician

EOS IT Solutions; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global technology and logistics company in Kuala Lumpur is seeking an experienced IT Support Engineer to provide second-level user support. The ideal candidate will have over 5 years of experience in IT support, be adept at troubleshooting Windows and Mac OS, and communicate effectively. This role involves interfacing with internal users to enhance their interaction with technology and resolve their issues efficiently.

Qualifications

• 5+ years of experience as an IT Support Engineer, Analyst, or Administrator.
• L2 Desktop Technical domain efficiency with troubleshooting skills.
• Experience with Windows/Mac OS environment.

Responsibilities

• Provide Level 2 OS troubleshooting for user endpoints.
• Install and support Microsoft and Apple desktop applications.
• Monitor and prioritize incident tickets via ITSM.

Skills

IT Support

Troubleshooting

Microsoft Desktop Applications

Customer Service

Hardware Support

Job description

WHO WE ARE:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

POSITION OVERVIEW:

The Site Support team acts as the primary user-facing support staff for Level 2 IT. In this role you will enthusiastically teach internal users how to best interact with and utilize technology; providing support as needed via face to face interaction, chat, email, and video calls.

WHAT YOU’LL DO:

• Level 2 OS troubleshooting (Windows and Apple) user endpoints – virtual desktop, PC & laptop
• Microsoft and Apple desktop application installation and support
• Troubleshooting OS and Microsoft applications using log files to fetch events/error log files
• Software update / upgrades to be done using approved deployment tool as per agreed bank standards
• Installation and configuration of OS (Windows and Apple)
• Installation and configuration of all applications as per BAML user requests while adhering to software policies
• Monitor and prioritize incident tickets received through bank standard ticket management system (ITSM)
• Reimaging of laptop, swapping hardware on equipment
• Support all desktop hardware devices and peripherals including LCD, keyboard of all types, mouse, webcam, speakers etc.
• Installation & Configuration of drivers for standard peripherals like Printer, Scanner, and Modem Etc. Desktop rollout / replacement for users
• Ensuring endpoint patching up to date using BAML tools
• Installing and configuring messaging client on workstations
• Email troubleshooting and housekeeping at the client end (Outlook)
• Troubleshooting & resolving user problems remotely for Second level using available tools and engineer dispatch at third level.
• Support of corporate mobile devices.
• Support file printing from desktop environment.
• Escalate issues in a timely manner as appropriate for incident classification
• Support of various virtual meeting software.

WHAT YOU NEED TO SUCCEED:

• 5+ years of experience as an IT Support Engineer, Analyst, or Administrator
• L2 Desktop Technical domain efficiency, Troubleshooting Skills for desktops, laptops, thin clients, HVD
• Well versed in both OS & Hardware related troubleshooting skills
• Hands on-experience with Windows/Mac OS environment
• Customer focused, excellent communicator and detail-oriented work ethic
• Ability to work individually and within a team,Positive mindset and Can-Do attitude
• Flexibility to work outside of standard work hours to accommodate special projects
• Must speak fluent English

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit