IT Infrastructure Engineer (Mandarin Speaker)

Lancesoft Malaysia; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

Lancesoft Malaysia is seeking a Service Desk Analyst – Level 1 to deliver first-line IT support in KL, Malaysia. You will handle incidents across hardware, software, and network issues, while ensuring timely resolutions and customer satisfaction.

Responsibilities include logging requests, using ServiceNow, and helping users with Office 365, Windows, and AD tasks. Proactive communication and collaboration with IT teams are essential.

Qualifications

• 2–4 year IT degree or diploma required.
• Minimum 2 years experience in IT Service Desk or technical support.
• Japanese language proficiency is mandatory.
• Solid knowledge of Windows OS and Office 365.
• Experience with Active Directory and access control.
• Familiarity with ITSM/ServiceNow is a plus.

Responsibilities

• Provide first-line IT support via phone, email, and chat.
• Log and manage incidents using standard service desk tools.
• Troubleshoot hardware, software, and network issues and escalate when needed.
• Assist with user account management and access permissions.
• Support Microsoft 365 and calendar sharing issues.
• Maintain documentation and contribute to knowledge base updates.

Skills

Windows OS

Office 365

Active Directory

ITSM / ServiceNow

Remote troubleshooting

Customer service

Japanese language

Education

Diploma or degree in Information Technology or related field

Tools

ServiceNow ITSM

BT

LogMeIn

Workspace ONE

Outlook

Job description

Job Title: Service Desk Analyst – Level 1

Location: KL,Malaysia

Shift: Monday-Friday

Role Overview

The Service Desk Analyst – Level 1 provides first-line technical support to end users, ensuring timely resolution of IT issues in a fast-paced service environment. This role involves troubleshooting hardware and software problems, managing access rights, and delivering high-quality customer service across multiple communication channels.

Key Responsibilities

• Provide first-line support for IT-related issues including software, hardware, and network problems (PCs, laptops, printers, iPhones, iPads).
• Receive, log, and manage incidents and service requests via phone, email, and chat.
• Record all interactions in Service Desk tools such as BT and ServiceNow.
• Diagnose and resolve technical issues, escalating unresolved cases to appropriate support teams.
• Ensure high levels of customer satisfaction by adhering to service management principles.
• Manage and prioritize ticket queues effectively to meet SLAs and KPIs.
• Support user account management tasks (e.g., access rights, permissions, password resets).
• Install and configure packaged software using remote tools (e.g., LogMeIn, Workspace ONE).
• Troubleshoot Microsoft O365 issues including permissions, delegation, and calendar sharing.
• Utilize Active Directory for user and group management.
• Provide regular updates and follow-ups on open tickets.
• Collaborate with internal teams using communication tools such as Outlook and instant messaging.
• Identify recurring issues and contribute to service improvement initiatives.
• Maintain accurate documentation and provide feedback to improve knowledge base content.
• Ensure compliance with company policies, security standards, and procedures.
• Maintain up-to-date technical knowledge and adapt to new technologies.

Required Skills & Experience

• Minimum 2 years of experience in IT Service Desk or Technical Support.
• Strong knowledge of Microsoft Windows (Windows 7, 10) and Office 365.
• Experience with Active Directory (user accounts, groups, access control).
• Familiarity with ServiceNow (ITSM) is an advantage.
• Basic troubleshooting knowledge of iOS devices and Mac operating systems.
• Understanding of network and security fundamentals is a plus.
• Excellent analytical and problem-solving skills.
• Strong communication and customer service skills.

Language Requirements

• Proficiency in Japanese (mandatory).
• Good command of English (preferred).

Qualifications

• 2–4-year degree in Information Technology or a related field.
• Microsoft and/or Apple certifications are desirable.