IT Support Specialist: User-Focused Troubleshooter

BD Malaysia; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

Becton Dickinson Global Services Centre in Kuala Lumpur is seeking a Technical Support Specialist to be the first point of contact for internal and external customers, delivering essential IT assistance and troubleshooting.

You will resolve hardware, software, and network issues, document interactions in the ticketing system, and collaborate with IT teams to improve service delivery and customer satisfaction.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in a technical support or help desk role.
• Strong understanding of Windows operating systems and Microsoft Office Suite.
• Familiarity with network fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems such as ServiceNow and Zendesk.
• Excellent problem-solving and analytical skills; strong communication skills.

Responsibilities

• Provide technical support and guidance to end-users via phone, email, and chat for hardware, software, and network-related issues.
• Diagnose and resolve technical problems, escalating complex issues as needed.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Install, configure, and maintain computer systems, software applications, and peripherals.
• Assist with user account management, including creation, modification, and password resets.
• Conduct basic network troubleshooting and connectivity checks.
• Educate users on best practices for using IT systems and applications.
• Collaborate with other IT teams to improve service delivery and resolve recurring issues.

Skills

Strong communication

Customer-focused

Problem solving

Team player

Education

Diploma or Bachelor's in IT/CS

Tools

Windows OS

MS Office

ServiceNow

Zendesk

TCP/IP basics

Job description

Becton Dickinson Global Services Centre in Kuala Lumpur is seeking a Technical Support Specialist to be the first point of contact for internal and external customers, delivering essential IT assistance and troubleshooting.

You will resolve hardware, software, and network issues, document interactions in the ticketing system, and collaborate with IT teams to improve service delivery and customer satisfaction.