IT Support Pro: Resolve Tech Issues Fast

Becton Dickinson; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Job summary

Becton Dickinson is seeking a Technical Support Specialist for our Kuala Lumpur Global Services Centre. You will be the first point of contact for internal and external customers, providing essential technical assistance and troubleshooting for IT-related issues to ensure prompt resolution and high customer satisfaction.

Responsibilities include handling end-user inquiries via phone, email, and chat, diagnosing problems, documenting interactions, and maintaining computer systems.

Qualifications

• Diploma or Bachelor's degree in Information Technology or related field.
• 1–3 years of experience in technical support or help desk.
• Strong understanding of Windows operating systems and Microsoft Office Suite.
• Familiarity with TCP/IP, DNS, DHCP, VPN.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk).
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication; able to explain technical concepts clearly.
• Customer-focused with a patient and empathetic approach.
• Ability to work independently and in a fast-paced team.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Proficiency in English; additional languages a plus.

Responsibilities

• Provide technical support to end-users via phone, email, and chat for hardware, software, and network issues.
• Diagnose and resolve technical problems; escalate complex issues when needed.
• Document all interactions and resolutions in the ticketing system.
• Install, configure, and maintain computer systems, software, and peripherals.
• Assist with user account management: creation, modification, password resets.
• Conduct basic network troubleshooting and connectivity checks.
• Educate users on IT best practices and safe usage.
• Create and update knowledge base articles and support documentation.
• Adhere to IT policies, procedures and security guidelines.
• Collaborate with IT teams to improve service delivery and resolve recurring issues.
• Perform other duties as assigned by management.

Skills

Windows OS

MS Office

Networking basics

VPN

ServiceNow

Zendesk

Communication

Customer focus

Teamwork

IT certifications

English

Education

Diploma or Bachelor’s degree in IT

Tools

ServiceNow

Zendesk

Job description

Becton Dickinson is seeking a Technical Support Specialist for our Kuala Lumpur Global Services Centre. You will be the first point of contact for internal and external customers, providing essential technical assistance and troubleshooting for IT-related issues to ensure prompt resolution and high customer satisfaction.

Responsibilities include handling end-user inquiries via phone, email, and chat, diagnosing problems, documenting interactions, and maintaining computer systems.