IT Support Technician

Ria Money Transfer, INC.; Kuala Lumpur; On-site; MYR 45,000 - 76,000; Full time

Benefits offered by this job

Healthcare

Retirement plan

ESPP

Paid leave

Career development

Team events

Job summary

Ria Money Transfer, a part of Euronet Worldwide, is seeking an IT Support Technician for our Kuala Lumpur office. The role provides first-level IT support to APAC and Global users, collaborating with Global IT teams in the US and Madrid to ensure high user satisfaction.

The successful candidate will troubleshoot hardware, software, networking, and email issues, document tickets, and maintain device configurations. 2–3 years of IT support experience and strong English communication are required.

Qualifications

• Bachelor’s Degree in Computer Science, IT, or a related field (or equivalent).
• 2–3 years of IT Support/Help Desk experience in a corporate environment.
• Experience providing first-line technical support.

Responsibilities

• Collaborate with APAC IT Support to resolve technical issues.
• Serve as the first point of contact for users across the Global region.
• Diagnose and troubleshoot hardware, software, network, email, and system issues.
• Document, track, and update all support requests with accurate notes.
• Escalate complex issues to higher-level teams when needed.
• Configure, deploy, and maintain end-user devices per company standards.
• Assist with IT hardware/software procurement and asset management.
• Participate in rotational shifts including weekends/public holidays.

Skills

Technical troubleshooting

Customer service

Diagnostic reasoning

English communication

Team collaboration

Education

Bachelor’s Degree in Computer Science / IT

Diploma or equivalent

Tools

Ticketing systems

Remote support tools

Microsoft 365

IT asset management tools

Job description

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

About the Role

The IT Support Technician, based in the Kuala Lumpur, Malaysia office, is responsible for providing first-level IT support to users across the APAC and Global regions. The role works closely with the Global IT Support Teams located in the United States and Madrid to deliver effective technical support and ensure a high level of user satisfaction.

As the first point of contact for IT-related issues and service requests, this position requires strong technical troubleshooting skills, excellent customer service, and a proactive approach to problem-solving. The successful candidate will interact with employees at all levels of the organization while maintaining professionalism and a user-focused mindset.

Key Responsibilities

• Collaborate with the APAC IT Support team to resolve technical issues and support business operations.
• Serve as the first point of contact for users seeking IT assistance across the Global region.
• Diagnose and troubleshoot hardware, software, network, email, and system-related issues.
• Determine and implement the most effective solutions based on user requirements and technical analysis.
• Respond to, track, and document all support requests received through phone, email, and ticketing systems.
• Maintain accurate and up-to-date case notes for all assigned tickets.
• Provide timely communication and status updates to users regarding outstanding incidents and requests.
• Gather relevant business and technical information from users to ensure accurate ticket documentation.
• Escalate issues to higher-level support teams when necessary, including cases beyond assigned expertise, extended resolution times, vendor dependencies, or situations impacting user satisfaction.
• Configure, deploy, and support desktop and laptop computers according to company standards and documented procedures.
• Rebuild, repair, upgrade, and maintain end-user devices when required.
• Support user account administration, including password resets and access-related requests, following established procedures and security policies.
• Manage multiple support tickets simultaneously while meeting service levels and priorities.
• Maintain inventory records of IT assets, equipment, and repair activities.
• Create, update, and maintain end-user and technical documentation.
• Identify opportunities for process improvements and recommend enhancements to support procedures and service delivery.
• Assist with IT hardware and software procurement processes.
• Participate in rotational shift schedules and provide support during weekends and public holidays when required.

Requirements

Education & Experience

• Bachelor’s Degree, Diploma, or equivalent qualification in Computer Science, Information Technology, or a related field.
• Minimum 2 to 3 years of experience in IT Support, Help Desk, or End-User Support.
• Proven experience in providing first-line technical support in a corporate environment.

Technical Skills

• Good understanding of computer hardware, operating systems, networking, and enterprise applications.
• Ability to diagnose and resolve common technical issues efficiently.
• Familiarity with ticketing systems, remote support tools, and IT service management practices.
• Experience with Microsoft Windows environments, Microsoft 365, and user account administration is an advantage.
• Basic understanding of IT asset management and procurement processes.

Soft Skills

• Strong communication and interpersonal skills.
• Customer-focused mindset with a commitment to delivering excellent service.
• Ability to work effectively in a team-oriented environment.
• Strong organizational and multitasking skills.
• Calm, professional, and solution-oriented approach when handling user issues.
• Proficiency in written and spoken English.

Job Location: Kuala Lumpur, Malaysia
Department: Information Technology (IT Support)
Employment Type: Full-Time
Work Schedule: Rotational Shift (including weekends and public holidays when required)

Perks & Benefits

• Comprehensive Healthcare Coverage
• Retirement Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Annual Leave and Sick Leave
• Career Development and Growth Opportunities
• Corporate Events, Team-Building Activities, and Employee Engagement Programs

Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Check out our website to learn more about the company at: http://www.riamoneytransfer.com/

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.