IT Support Engineer

IC Frith; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading IT solutions provider in Petaling Jaya is hiring for a technical support role to provide IT assistance and troubleshoot hardware and software issues. The position requires a rotational shift schedule, ensuring continuous coverage. Candidates should have strong knowledge of Windows and basic Linux administration, along with proficiency in tools like Microsoft 365 and Active Directory. The job emphasizes problem-solving skills and good communication, making it ideal for those who thrive in collaborative environments.

Qualifications

• Strong knowledge of Windows operating systems and basic Linux administration.
• Experience with IT service management processes.
• Familiarity with ticketing systems.

Responsibilities

• Diagnose and resolve hardware, software, network, and application issues.
• Provide continuous IT support coverage through a shift schedule.
• Enforce IT security policies and maintain technical documentation.

Skills

Strong problem-solving skills

Good communication skills

Analytical thinking

Ability to work independently

Good time management

Tools

Microsoft 365

Active Directory

Salesforce

Jira

IPscape

Job description

Provide technical support as part of the IT Support Team, meeting business needs by working within defined SLA timeframes for incidents and requests, and proactively mitigating and resolving technical issues. The position requires working on a rotational shift schedule to ensure continuous IT support coverage.

Key Accountabilities

• User Support & Incident Management: Diagnose and resolve hardware, software, network, and application issues in a timely manner.
• Proactively monitor applications and systems to ensure availability and performance
• System & Device Management: Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.
• Perform operating system installation, patching, and updates (Windows, macOS, Linux as applicable).
• Operations & Shift Support: Work on a rotational shift schedule to provide continuous IT support coverage, including early morning and night shifts, as well as weekend and public holiday on-call standby duties.
• Respond to system alerts and basic monitoring notifications during assigned shifts.
• Network & Infrastructure Support: Provide basic support for LAN, WAN, Wi-Fi, VPN, and firewall connectivity.
• Perform routine maintenance and preventive checks on servers and network equipment.
• Security & Compliance: Enforce IT security policies, including endpoint protection, patch management, and access control.
• Maintain up-to-date technical documentation, SOPs, and knowledge base articles.

Experience and Skills

• Technical Skills:
  • Strong knowledge of Windows operating systems and basic Linux administration.
  • Experience with Microsoft 365, Active Directory, Entra ID, Salesforce, Jira, and IPscape is a plus.
  • Knowledge of a wide range of computer systems, software, applications, hardware, networking, and communications.
  • Familiarity with ticketing systems and IT service management processes.
• Soft Skills:
  • Strong problem-solving and analytical skills.
  • Good interpersonal and communication skills and ability to work effectively with a wide range of staff and third-party vendors.
  • Ability to work independently and as part of a team.
  • Thrives on building and maintaining long-term relationships.
  • Good time management and ability to handle multiple tasks.

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