IT Incident & Service Analyst II

IT Essentials Pte. Ltd.; Puchong; On-site; MYR 42,000 - 66,000; Full time

Job summary

Jora Malaysia is seeking a skilled Service Analyst – Level 2 (L2) to join our Service Operations team. The role involves investigating and resolving technical incidents escalated from Level 1, supporting customer IT environments, monitoring service health, and executing approved technical changes.

The candidate should have strong troubleshooting skills, solid technical fundamentals, and the ability to own incidents from investigation to resolution, with professional communication for customers.

Qualifications

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Networking, Cybersecurity or related discipline.
• Approximately 2–5 years of relevant IT support, Service Desk, infrastructure, NOC or MSP experience.

Responsibilities

• Take ownership of incidents and service requests escalated from Level 1.
• Perform detailed technical troubleshooting and resolve issues at Level 2 scope.
• Prioritise tickets by severity, business impact, urgency and SLA requirements.
• Maintain accurate ticket records including symptoms, troubleshooting performed, findings and resolution.
• Escalate complex or unresolved incidents to Level 3 engineers or vendors with complete information.
• Follow up on escalated incidents until service restoration or resolution.

Skills

Troubleshooting

Customer service

Incident management

Technical documentation

Education

Diploma or Bachelor's Degree in IT/CS/Networking

Tools

Windows Server

Active Directory

VMware / Hyper-V

Microsoft 365

Job description

Jora Malaysia is seeking a skilled Service Analyst – Level 2 (L2) to join our Service Operations team. The role involves investigating and resolving technical incidents escalated from Level 1, supporting customer IT environments, monitoring service health, and executing approved technical changes.

The candidate should have strong troubleshooting skills, solid technical fundamentals, and the ability to own incidents from investigation to resolution, with professional communication for customers.