IT Service Desk Analyst

Kryptos Technologies UK Limited; Remote; MYR 40,000 - 60,000; Full time

Job summary

A technology support company in Kuala Lumpur is seeking an IT Support Specialist to provide 24/7 remote support for end users in the US and Canada. The ideal candidate must have at least 5 years of experience in IT support, excellent communication skills, and proficiency in English along with Korean, Vietnamese, or Thai. Responsibilities include troubleshooting desktop issues, resolving client support requests, and managing user accounts. This role requires strong technical knowledge of various software and systems, along with a good understanding of ITIL processes.

Qualifications

• 5+ years of experience in IT support with strong communication skills.
• Knowledge of VPN configuration and mobile device security protocols.
• Experience with desktop support for software and hardware issues.

Responsibilities

• Provide remote support for end users in the US and Canada.
• Resolve user issues related to deployed software and hardware.
• Escalate complex issues to appropriate teams.

Skills

English proficiency

Korean language skills

Vietnamese language skills

Thai language skills

ITIL Process knowledge

Desktop support troubleshooting

Communication skills

Tools

Active Directory

O365

MS-Office

Job description

24/7 Operations- Rotational Shift & week Offs

Candidate must have knowledge on English and Korean/Vietnamese/Thai Language, 5+ Years of experience with good communication in English Language and technical skills on windows desktop platform.

24/7 Support Model (L2- Remotely End user Support for US and Canada users.)

Responding to client support requests and contacting User to find out the nature of the problem.

Resolving user issues related to basic desktop issues related to deployed software images, software packages, delivered patches, security updates and necessary tools for user desktop/laptops.

Escalating software and other application issues to the subject teams.

Troubleshooting desktop/laptop hardware and software issues, that can be worked upon remotely.

OS/ Office/ basic system application/Anti-Virus client support.

Strong experience & Knowledge of ITIL Process.

Strong experience & Knowledge of MIM.

Additional

• Installed, modified, and made minor repairs to computer hardware and software systems.
• Understood VPN configuration and mobile device security protocols to ensure data protection.
• Fielded support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, Password Resets, Outlook issue, printing, and similar concerns.
• Consulted with users to determine steps and procedures taken to identify and resolve the problem.
• Managed user accounts, groups, and permissions within Active Directory to ensure secure access and efficient operations.
• Performed on-site IT support tasks like hardware repairs, equipment installation, and cabling Applied knowledge of computer software, hardware, and procedures to solve problems.
• Sound Knowledge of AD, O365, MS-Office, Software hardware Installation, basic Network Support.

Strong technical Background with Excellent Communication Skills.