L1 IT Operations & Support Specialist

Career International FOS Pte Ltd; Kuala Lumpur; On-site; MYR 42,000 - 60,000; Full time

Job summary

Career International FOS Pte Ltd is seeking an IT Support Engineer to serve as the first point of contact for user inquiries in Kuala Lumpur. You will provide initial troubleshooting for applications and services, document issues, and coordinate with L2/L3 teams to resolve incidents efficiently.

Responsibilities include ticket triage, SLA monitoring, knowledge base maintenance, and participation in major incident and post-production activities.

Qualifications

• Strong troubleshooting and problem-solving skills for IT services.
• Clear documentation of technical information in ticketing systems.
• Understanding of ticket categorisation, prioritisation, escalation and SLA monitoring.

Responsibilities

• Serve as the first point of contact for IT inquiries via ticketing, email, chat and phone.
• Provide first-level troubleshooting and support for applications and services.
• Gather, validate and document complete ticket information with issue details and evidence.
• Categorize, prioritise and dispatch tickets to appropriate teams for escalation.
• Coordinate communication between users and L2/L3 support for timely resolution.
• Monitor ticket progress and ensure SLA compliance.
• Perform quality reviews of ticket handling and documentation.
• Maintain knowledge articles, FAQs, SOPs and support documentation.
• Support Major Incident Management by coordinating stakeholders.
• Assist with PPS post-production support and project coordination activities.

Skills

Troubleshooting

Problem-solving

Communication

Attention to detail

Ticketing system

Incident coordination

Tools

Ticketing system

Job description

Career International FOS Pte Ltd is seeking an IT Support Engineer to serve as the first point of contact for user inquiries in Kuala Lumpur. You will provide initial troubleshooting for applications and services, document issues, and coordinate with L2/L3 teams to resolve incidents efficiently.

Responsibilities include ticket triage, SLA monitoring, knowledge base maintenance, and participation in major incident and post-production activities.