IT Support Engineer

Straumann Group; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading company in the IT sector seeks an IT Support professional to provide exceptional remote support across Asia Pacific. The role involves diagnosing and resolving various technical issues, prioritizing requests, and ensuring a seamless technology experience for employees. Strong communication and troubleshooting skills are essential for this position, alongside a commitment to continuous learning and improvement.

Qualifications

• Experience with Microsoft products, workplace management tools, and ticketing systems.
• Strong troubleshooting and customer service skills.
• Familiarity with ITIL V4 processes.

Responsibilities

• Provide first-level technical support and resolve IT issues.
• Log service requests in the ticketing system.
• Collaborate and improve support processes.

Skills

Customer Service

Troubleshooting

Communication

Tools

Windows 11

Office 365

ServiceNow

SCCM

Intune

VPN

Active Directory

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