IT Support & Operations Specialists – Desktop, Console, and Shift Leaders

Scicom MSC Berhad; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading IT operations firm in Kuala Lumpur is seeking IT Support & Operations Specialists to join their dynamic team. Roles include Desktop Support, Console Support, and Shift Leaders, requiring a mix of technical skills and the ability to work rotating shifts. Ideal candidates are proactive, customer-focused, and hold relevant certifications. This offers a challenging but rewarding work environment with opportunities for career growth.

Benefits

Exposure to advanced monitoring tools

Collaborative, multicultural environment

Career progression opportunities

Qualifications

• 2-4 years’ experience in desktop or IT technical support.
• Experience with Linux/Windows/WebLogic/Storage/Network/Data monitoring.
• Managed user access and permissions using Active Directory.

Responsibilities

• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Lead a team of console support analysts in a 24x7 environment.
• Monitor batch jobs and backups, performing daily health checks.

Skills

Proficient in Windows/Mac environments

Excellent communication and multitasking skills

Fluent in English

Familiarity with SCCM and remote support tools

Leadership and team coordination experience

In-depth understanding of system monitoring

Education

Diploma or Degree in IT/Computer Science

Microsoft Certified: Modern Desktop Admin

CompTIA A+/Network+

ITIL Foundation

Tools

SolarWinds

ServiceNow

Teams

Zoom

Job description

Job Title:

IT Support & Operations Specialists – Desktop, Console, and Shift Leaders

📍 Location: Bangsar South | 💼 Full-Time | Rotating Shifts & On-Call Required

Overview

We are looking for proactive, technically skilled, and customer-focused professionals to join our IT Support & Operations team. This department plays a critical role in keeping our systems running smoothly and supporting both our end users and production environments.

We are hiring for multiple positions within this domain:

• Desktop Engineers & Service Desk Analysts (End User Support)
• Console Support Analysts (Monitoring & First-Level Troubleshooting)
• Shift Leaders – SMC (Leadership in 24x7 Monitoring Operations)

1. Desktop Support & Service Desk Analysts

Key Responsibilities:

• Install, configure, and maintain desktops, laptops, printers, and peripherals
• Troubleshoot hardware/software issues (onsite & remote)
• Support Windows/Mac OS, Microsoft Office 365, enterprise applications
• Perform system imaging, hardware refresh, software updates, and patching
• Manage user access and permissions using Active Directory
• Provide basic network support (LAN, Wi-Fi, VPN)
• Handle incidents and requests via ITSM tools (e.g., ServiceNow, Helix, OpenText)
• Maintain IT asset inventory and perform audits
• Support video conferencing tools (Teams, Zoom, etc.)
• Document solutions and contribute to knowledge base

Key Skills:

• Proficient in Windows/Mac environments, AD, Office 365
• Familiarity with SCCM, MDT, and remote support tools
• Excellent communication and multitasking skills
• Fluent in English, Mandarin, and Cantonese
• 2–4 years’ experience in desktop or IT technical support

Education & Certifications:

• Diploma or Degree in IT/Computer Science
• Microsoft Certified: Modern Desktop Admin, CompTIA A+/Network+, ITIL Foundation

2. Console Support Analysts – L1 Monitoring & Troubleshooting

Key Responsibilities:

• Perform L1 monitoring of systems (Linux/Windows/WebLogic/Storage/Network/Database)
• Execute first-level troubleshooting using SOPs and tools
• Escalate issues to L2/L3/L4 support when needed
• Monitor batch jobs and backups (rerun, update, report)
• Perform daily health checks and report tool issues
• Assist in change execution and service requests
• Prepare reports: daily, weekly, monthly, ad-hoc
• Collaborate with team for shift handover and communication

Key Tools & Skills:

• Monitoring Tools: SolarWinds, NagiosXI, Dynatrace, ScienceLogic, BMC Patrol
• ITSM Tools: ServiceNow, Helix, Remedy
• Backup Tools: Veeam, Veritas, VMware
• Batch Scheduling: Control-M or equivalent
• Strong communication, multitasking, and documentation discipline
• Fluent in English, Cantonese, and Mandarin
• 2–3 years of experience in IT monitoring/support

Education:

• Diploma or Degree in Computer Engineering / Information Technology

3. Shift Leader – SMC (Service Monitoring Centre)

Key Responsibilities:

• Lead a team of L1 console support analysts in a 24x7 environment
• Plan shift rosters, handle leave scheduling, and manage on-call resources
• Ensure smooth monitoring, incident handling, and escalation processes
• Act as escalation point for first-level issues
• Manage SOP documentation, training, and readiness of new joiners
• Oversee execution of change/service requests
• Perform and review daily/weekly/monthly/ad-hoc reporting

Key Skills:

• Leadership and team coordination experience
• In-depth understanding of system/app monitoring (SolarWinds, Sitescope, Nagios, Dynatrace, etc.)
• Familiar with Linux, Windows, WebLogic, Storage, Network environments
• Strong analytical, communication, and documentation skills
• Willingness to be on standby and work rotational shifts

Experience & Education:

• 3–4 years in IT monitoring/data centre ops or team lead roles
• Diploma or Degree in IT/Computer Engineering
• Familiarity with Control-M, ServiceNow, BigFix is a plus

Common Challenges

• Supporting diverse technologies (hardware, OS, network, applications)
• High expectations for rapid response and uptime
• Balancing on-site and remote support
• Strict adherence to security, compliance, and documentation
• Managing rotational shifts and escalations under pressure
• Coordinating with vendors and internal stakeholders

Why Join Us

• Be part of a mission-critical IT operations team
• Work with advanced monitoring tools and enterprise IT systems
• Gain exposure to a wide variety of technologies and platforms
• Develop leadership, reporting, and escalation management skills
• Collaborative, multicultural environment with opportunities for career progression

How to Apply

Submit your resume and indicate the role you're interested in:

• Desktop/Service Desk Support
• Console Support Analyst
• Shift Leader – SMC

Only shortlisted applicants will be contacted.