IT System Engineer (Level 1)

Technovation Consulting Sdn Bhd; Bayan Lepas; On-site; MYR 150,000 - 200,000; Full time

Job summary

A technology consulting firm in Penang is looking for a Helpdesk Support Specialist to provide Level 1 IT support for daily operations. Responsibilities include logging incidents, troubleshooting IT hardware and software, and maintaining service documentation. The ideal candidate has a diploma or degree in IT and basic knowledge of helpdesk operations. Strong communication skills and a service-oriented attitude are essential for delivering professional support. This role offers an opportunity to grow in a dynamic tech environment.

Qualifications

• Basic knowledge of PC hardware, Windows OS, and common office applications.
• Understanding of helpdesk operations and IT support workflows.
• Good communication and interpersonal skills with a service-oriented attitude.

Responsibilities

• Provide Level 1 helpdesk and end-user technical support.
• Log incidents and service requests through the ticketing system.
• Install, configure, and troubleshoot IT hardware and software.

Skills

Customer service

Basic IT troubleshooting

Communication skills

Education

Diploma or Degree in Information Technology or related field

Job description

Provide Level 1 helpdesk and end-user technical support for daily IT operations.

Logging incidents and service requests through the ticketing system, including proper issue categorization and prioritization.

Install, replace, configure, and troubleshoot IT hardware, including:

• Desktop PCs and laptops
• Monitors, keyboards, mouse, and other peripherals
• Printers and scanners

Perform basic hardware diagnostics, fault identification, and first-level resolution.

Install, configure, and support end-user software, including:

• Windows operating systems
• Antivirus and endpoint protection software
• Office productivity applications (Microsoft Office, WPS, and related tools)

Provide basic software troubleshooting and user guidance.

Perform basic networking troubleshooting (LAN, Wi-Fi connectivity, IP configuration, basic access issues).

Assist with routine system maintenance, software updates, and security patching.

Coordinate with vendors and warranty providers for hardware repair or replacement when required.

Ensure all incidents, requests, and resolutions are accurately recorded and updated in the ticketing system.

Maintain documentation for common issues, troubleshooting procedures, and standard solutions.

Escalate unresolved, recurring, or complex issues to Level 2 / Level 3 support teams in accordance with escalation procedures.

Follow up with users to ensure issues are resolved within SLA and closed satisfactorily.

Deliver professional, courteous, and customer-focused IT support services.

Requirements

Diploma or Degree in Information Technology, Computer Science, or a related field.

Basic knowledge of PC hardware, Windows operating systems, and common office applications.

Understanding of helpdesk operations and IT support workflows.

Good communication and interpersonal skills with a service-oriented attitude.

Ability to work independently and collaboratively within a team.