IT Support Staff(Immediate Hiring) - China Market

Transcosmos; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology service provider is seeking an IT Support Staff member to perform advanced technical analysis and provide guidance to Standard T1 agents. Candidates should have at least 3 years of experience in IT support and be proficient in Mandarin. This role involves handling complex incidents and improving support workflows. A flexible work schedule is required.

Qualifications

• Minimum 3 years of experience in helpdesk, IT support, or desktop engineering.
• Industry certifications such as MCSE, MCITP, CompTIA A+, or ITIL are preferred.
• Able to speak, read and write in Mandarin.
• Capable of managing escalated and complex technical issues.

Responsibilities

• Perform in-depth technical analysis to identify recurring issues.
• Provide guidance in technical troubleshooting and best practices.
• Assist in handling complex issues with Standard T1 agents.

Skills

Troubleshooting Windows

Troubleshooting macOS

Troubleshooting iOS

Networking knowledge

Security-related issues

MCSE certification

MCITP certification

CompTIA A+ certification

ITIL certification

Education

Minimum 3 years of experience in IT support

Job description

IT Support Staff(Immediate Hiring) - China Market

Working Day: Monday-Sunday (5 days working 2 days off days)

Joining Date : 20 October 2025

Job Roles & Responsibilities

• Advanced Technical Analysis: Perform in-depth technical analysis to identify recurring issues. Contribute to long-term solutions and process improvement initiatives.
• Technical Guidance & Mentorship: Act as a reference point for Standard T1 agents. Provide guidance in technical troubleshooting and best practices. Collaborate closely with T2 engineers to acquire and share new procedures.
• Complex Incident Handling: Assist in handling complex issues with Standard T1 agents. Independently manage higher-difficulty incidents prior to escalating to T2.
• Documentation & Training: Contribute to the creation of solution documentation and training content. Support continuous knowledge development for the T1 team.
• Workflow Optimization: Analyze existing workflows and identify areas for operational improvement. Recommend and implement changes to enhance service efficiency.
• Job Requirement

Qualifications

• Education & Experience: Minimum 3 years of experience in helpdesk, IT support, or desktop engineering. Industry certifications such as MCSE, MCITP, CompTIA A+, or ITIL are preferred.
• Language: Being able to speak, read and write in Mandarin is an advantage. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Technical Skills: Strong proficiency in troubleshooting Windows, macOS, and iOS; good understanding of networking and security-related issues; ability to support Standard T1 agents by sharing best practices; foster team efficiency through knowledge sharing and cooperation.
• Advanced Troubleshooting: Capable of managing escalated and complex technical issues; able to identify recurring issue patterns and take preventive actions.
• Process Improvement: Experience in documenting knowledge base articles and SOPs; skilled in optimizing support workflows for better performance.
• Task & Time Management: Ability to manage complex tasks while balancing multiple priorities; adherence to SLA timelines and responsiveness to urgent issues.
• Work Schedule: Flexible and adaptable to shift-based working hours; willing to handle critical issues during high-priority time slots.

Note: The company information included in this description is provided for context and does not alter the responsibilities or qualifications listed above. This posting does not imply job availability or any guarantees of employment.