IT Support Engineer

Institut Straumann AG; Kuala Lumpur; On-site; MYR 25,000 - 45,000; Full time

Job summary

A leading company in the medical technology sector is seeking an IT Operations Support professional to provide exceptional remote support across Asia Pacific. The ideal candidate will handle troubleshooting, user technical support, and collaborate closely with teams to enhance operational efficiency, ensuring a seamless technology experience for their workforce.

Qualifications

• Fluent in spoken and written English; other languages are a plus.
• Excellent troubleshooting and customer service skills are essential.

Responsibilities

• Provide first-level technical support to end-users.
• Diagnose and resolve hardware, software, and network issues.
• Log service requests accurately in the ticketing system.
• Educate end-users on basic software and hardware usage.

Skills

Microsoft end-user products

Workplace management tools

Identity and Access management tools

Network connectivity troubleshooting

VPN troubleshooting

ITIL V4 processes

Customer service skills

Job description

Job Description

As part of the IT Operations team, your focus will be on exceptional remote support in Asia Pacific, potentially for other geographies as well. You will play a crucial role in providing timely solutions to hardware, software, and network-related issues, ensuring that our employees have a seamless technology experience. Collaboration is key in this role, as you will work closely with the local and regional teams to address needs and challenges effectively. You will be part of global community to share knowledge, best practices, and ensure consistent support standards across the organization. Your ability to communicate effectively will be instrumental in delivering IT services to our workforce.

Responsibilities:

• Provide first-level technical support to end-users
• Diagnose and resolve hardware, software, and network issues
• Log all service requests and incidents accurately in the ticketing system
• Prioritize and escalate complex issues to the appropriate teams
• Perform remote troubleshooting and support
• Install, configure, and maintain end-user hardware and software
• Ensure timely resolution of technical problems to minimize downtime
• Assign or install special software according to our policies
• Assist on managing Identity and Access needs
• Educate end-users on basic software and hardware usage
• Collaborate with colleagues to improve support processes and documentation
• Stay up-to-date with technology trends and continuously develop your skills

Requirements:

• Good understanding of Microsoft end-user products (Windows 11, Office 365, etc.)
• Experience using workplace management tools (Autopilot, SCCM, Intune, etc.)
• Experience using Identity and Access management tools (Sailpoint, etc.)
• Able to diagnose and resolve basic network connectivity issues (check cable connection, Ping, tracert, ipconfig, verify network settings)
• Basic understanding of VPN, with the ability to assist users in connecting and resolving common VPN issues
• Familiarity with ITIL V4 processes and ticketing systems (ServiceNow, etc.)
• Able to create knowledge articles and share best practices
• General knowledge of IT infrastructure
• Excellent troubleshooting skills
• Excellent customer service skills, including communication, patience, empathy, problem-solving, and active listening.
• Fluent in spoken and written English
• Other languages (e.g. Chinese, Japanese, Thai, Korean) are a plus