IT Service Desk Engineer

CLL Systems Sdn Bhd; Kuala Lumpur; On-site; MYR 25,000 - 35,000; Full time

Job summary

A dynamic IT services company in Kuala Lumpur is looking for an IT Support Associate to manage service requests and provide technical assistance. Candidates should hold a degree in IT or Computer Science and have 1-3 years of experience in a support role. This role involves a 24/7 shift schedule and offers an opportunity to work in a collaborative environment, supporting diverse IT issues and enhancing user satisfaction.

Qualifications

• 1-3 years of experience in an IT support or Service Desk role preferred.
• Strong technical knowledge of computer hardware, software, operating systems.
• IT-related certifications such as CompTIA A+, ITIL are a plus.

Responsibilities

• Respond to and manage incoming IT service requests promptly.
• Provide first-line support for IT-related issues.
• Document all service desk interactions in the ticketing system.

Skills

IT support experience

Troubleshooting abilities

Technical knowledge of hardware/software

Customer service-oriented

Communication skills

Education

Bachelor’s degree in IT/Computer Science

Tools

Ticketing systems

Remote desktop support tools

Azure Active Directory

Job description

Responsibilities

• Respond to and manage incoming IT service requests via Teams chat, email, and helpdesk ticketing system in a timely and efficient manner.
• Provide first-line support for IT-related issues, including hardware, software, network connectivity, and peripherals.
• Troubleshoot and resolve technical problems, escalating to senior technical staff when necessary.
• Install, configure, and maintain software applications and hardware systems as required.
• Document all service desk interactions and resolutions within the ticketing system.
• Offer remote desktop support to users, ensuring a seamless resolution of issues.
• Assist with the onboarding of new employees, including setting up IT equipment, software, and accounts.
• Perform routine IT system checks to ensure smooth operation and uptime.
• Maintain and update internal knowledge base with troubleshooting steps and solutions.
• Monitor and track support requests to ensure prompt follow-up and resolution.
• Provide training and support to end-users on software applications and IT best practices.
• Collaborate with other IT teams to resolve more complex technical issues and improve internal processes.
• Work on-site and adhere to a rotating 24/7 shift schedule, including evenings, nights, weekends, and holidays.

Qualifications

• Bachelor\'s degree in IT/Computer Science/Computer Studies
• Proven experience in an IT support or Service Desk role (1-3 years preferred).
• Strong technical knowledge of computer hardware, software, operating systems (Windows, macOS, Linux), and networking.
• Familiarity with ticketing systems and remote desktop support tools.
• Excellent problem-solving and troubleshooting abilities.
• Good understanding of IT security best practices and data protection policies.
• Exceptional communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritize effectively.
• Customer service-oriented with a strong desire to help end-users.
• Ability to work both independently and as part of a team.
• IT-related certifications (e.g., CompTIA A+, ITIL, Microsoft Certified) are a plus.
• Willingness and ability to work in the office and support 24/7 shift operations, including weekends, nights, and holidays.
• Experience with Azure Active Directory and Office 365 administration.
• Basic understanding of virtualization technologies (Windows 365 Cloud PC).
• Experience supporting remote users and managing remote desktop setups.
• Ability to work under pressure and handle high-volume support requests.