L1 IT Support Engineer

Xcon Technology Solutions Sdn Bhd; Johor Bahru; On-site; MYR 24,000 - 36,000; Full time

Job summary

Xcon Technology Solutions Sdn Bhd – Johor Bahru is seeking an entry-level IT Support Technician to join our SME-focused helpdesk. You will be the first line for client tickets, resolving what you can and escalating what you cannot while maintaining SLA adherence.

The role requires a IT-related diploma or degree, familiarity with Windows 10/11, Microsoft 365, and basic networking, plus clear communication with non-technical users.

Qualifications

• Diploma or degree in IT or related field or equivalent hands-on experience.
• Knowledge of Windows 10/11, Microsoft 365, Outlook; basic networking.
• Ability to learn quickly; attitude matters as much as depth.
• Clear communication with non-technical users; calm under pressure.
• Malaysia working rights; own transport and valid license.
• English and Bahasa Malaysia conversational; Mandarin a plus.

Responsibilities

• First response on all incoming tickets in Jira Service Management.
• Handle common user issues: password resets, MS 365, Outlook, printers, VPN.
• Basic hardware setup and troubleshooting for laptops, desktops, and peripherals.
• Prepare and deploy new user devices from standard build.
• Watch RMM alerts and raise relevant ones.
• Keep ticket notes and IT documentation accurate.
• Join senior engineers on site visits and learn environments.

Skills

Windows 10/11

Microsoft 365 & Outlook

Basic networking concepts

Jira Service Management

Clear communication

Hardware troubleshooting

Education

Diploma or degree in IT or related field

Tools

Jira Service Management

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Xcon Technology Solutions Sdn Bhd – Johor Bahru, Johor

Xcon is the outsourced IT department for SMEs across Malaysia and Singapore. This is the entry point into our technical team and the first line for every client ticket. You resolve what you can, escape what you cannot, and you never let a ticket go quiet.

What you will do

• First response on all incoming tickets in Jira Service Management. Log, categorise, resolve or elevate within SLA.
• Handle common user issues: password and account resets, Microsoft 365 and Outlook, printers, VPN, endpoint and software installs.
• Basic hardware setup and troubleshooting for laptops, desktops, and peripherals.
• Prepare and deploy new user devices from our standard build.
• Watch RMM alerts and raise the ones that matter.
• Keep ticket notes and IT documentation accurate as you work.
• Join senior engineers on site visits and learn the environments.

Requirements

• Diploma or degree in IT, computer science, or related, or equivalent hands‑on experience
• Comfortable with Windows 10/11, Microsoft 365 and Outlook, and basic networking concepts
• Genuinely willing to learn. We will teach the technical depth, we cannot teach the attitude
• Communicates clearly with non-technical users and stays calm with frustrated ones
• Working rights in Malaysia, own transport and valid licence
• Conversational English and Bahasa Malaysia. Mandarin is an advantage with our client base

Nice to have:

internship or part-time IT support experience, home lab or personal projects, any Microsoft or CompTIA certification.