Junior IT Support Engineer — MSP Helpdesk & Cloud Basics

Nova Core IT Sdn Bhd; Kuala Lumpur; On-site; MYR 42,000 - 54,000; Full time

Job summary

Nova Core is a growing IT MSP based in Malaysia, seeking a proactive Level 1 Support Engineer to be the first line of contact for client IT requests. You will diagnose, troubleshoot, and resolve routine issues across endpoints, networks, and cloud apps, while collaborating with junior and senior engineers to ensure fast response times.

You will triage tickets via Zoho Desk, perform basic patching and installations, monitor security and backups, and maintain thorough client documentation.

Qualifications

• 1–2 years of hands-on IT support or helpdesk experience.
• Experience in an MSP environment is a strong plus.
• Strong communication in English and Bahasa Malaysia.

Responsibilities

• Serve as the primary responder for inbound tickets via Zoho Desk, phone, and chat; triage, document issues.
• Perform routine endpoint monitoring, patch management, software installations, and device onboarding/offboarding.
• Troubleshoot Windows/macOS issues and basic network problems.
• Assist with basic security checks and backup verification.
• Escalate complex tickets with detailed triage notes to L2/Senior engineers.
• Maintain up-to-date documentation of client environments and workflows.

Skills

Windows/macOS support

Networking basics

Customer service

English & Bahasa Malaysia

Tools

Zoho Desk

Jira

Zendesk

NinjaOne

Microsoft 365

Google Workspace

Job description

Nova Core is a growing IT MSP based in Malaysia, seeking a proactive Level 1 Support Engineer to be the first line of contact for client IT requests. You will diagnose, troubleshoot, and resolve routine issues across endpoints, networks, and cloud apps, while collaborating with junior and senior engineers to ensure fast response times.

You will triage tickets via Zoho Desk, perform basic patching and installations, monitor security and backups, and maintain thorough client documentation.