IT Support Specialist: First-Line Tech Defender

jabil; George Town; On-site; MYR 40,000 - 67,000; Full time

Job summary

Jabil in Penang, Malaysia, is seeking an IT Helpdesk professional to provide first-level technical support for hardware, software, and basic network issues. You will diagnose and resolve desktop, laptop, printer, and connectivity problems, install and maintain computer systems, and manage service desk tickets with SLA adherence.

Responsibilities also include documenting incidents, assisting with hardware deployments, and guiding end-users with IT best practices.

Qualifications

• Experience in IT support is preferred.
• Good communication and customer service skills.
• Basic networking knowledge helpful.

Responsibilities

• Provide first-level technical support to end users for hardware, software, and basic network issues.
• Diagnose, troubleshoot, and resolve desktop, laptop, printer, application, and connectivity problems.
• Install, configure, and maintain computer systems, operating systems, and standard business applications.
• Manage and respond to IT service desk tickets in a timely and professional manner, ensuring SLAs are met.
• Escalate complex or unresolved issues to higher-level support teams with proper documentation and analysis.
• Maintain accurate records of incidents, requests, resolutions, and IT assets.
• Assist with the setup, deployment, and replacement of new hardware and software.
• Provide end-user guidance and basic training on IT tools, systems, and IT best practices.
• Collaborate with other IT team members to improve service quality, processes, and user satisfaction.
• Support user account management (e.g., password resets, access requests, onboarding/offboarding support).
• Assist in maintaining IT inventory and asset tracking.
• Support remote users and guidance on mobile devices.
• Document support procedures, FAQs, and knowledge base articles.
• Assist in basic network tasks such as patching, cabling, or Wi‑Fi setup (as applicable).
• Participate in after-hours or on-call support rotation (as applicable).
• Ensure compliance with IT security policies and data protection standards.

Job description

Jabil in Penang, Malaysia, is seeking an IT Helpdesk professional to provide first-level technical support for hardware, software, and basic network issues. You will diagnose and resolve desktop, laptop, printer, and connectivity problems, install and maintain computer systems, and manage service desk tickets with SLA adherence.

Responsibilities also include documenting incidents, assisting with hardware deployments, and guiding end-users with IT best practices.