IT Support Technician: Desktop & Network Troubleshooter

Jabil; Penang; On-site; MYR 30,000 - 54,000; Full time

Job summary

Jabil in Penang, Malaysia is seeking an IT Helpdesk Analyst to provide first-line technical support for hardware, software, and network issues. You will diagnose and resolve desktop, laptop, printer, and application problems, install, configure, and maintain systems, and manage service desk tickets to meet SLAs.

You will escalate complex issues with proper documentation, maintain asset records, assist with hardware/software deployment, and guide end-users on IT best practices.

Qualifications

• 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

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 Analyst to provide first-line technical support for hardware, software, and network issues. You will diagnose and resolve desktop, laptop, printer, and application problems, install, configure, and maintain systems, and manage service desk tickets to meet SLAs.

You will escalate complex issues with proper documentation, maintain asset records, assist with hardware/software deployment, and guide end-users on IT best practices.