L1 IT Support Engineer

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 Managed Service Provider (MSP) based in Malaysia. We deliver managed IT infrastructure, network support, and cloud security solutions to help businesses optimize their tech operations securely and efficiently.

About Nova Core

Nova Core is a growing IT Managed Service Provider (MSP) based in Malaysia. We deliver managed IT infrastructure, network support, and cloud security solutions to help businesses optimize their tech operations securely and efficiently.

Role Overview

We are seeking a proactive, customer-focused Level 1 (L1) Support Engineer to serve as the first point of contact for client technical requests and incident reports. In this role, you will diagnose, troubleshoot, and resolve routine IT issues across hardware, operating systems, networks, and cloud services. You will work alongside our junior and senior engineering team to ensure rapid response times and high service quality.

Key Responsibilities

• Helpdesk & Incident Response: Serve as the primary responder for inbound technical tickets via Zoho Desk, phone, and chat; triage, categorize, and document issues accurately.
• Basic System & Endpoint Management: Perform routine endpoint monitoring, patch management, software installations, and device onboardings/offboardings using NinjaOne RMM.
• Troubleshooting: Diagnose and resolve common Level 1 IT issues, including Windows/macOS OS glitches, password resets, Microsoft 365/Google Workspace account issues, network connectivity, and basic printer/peripheral setups.
• Security & Backup Monitoring: Assist with basic security checkups and backup verification using Wazuh SIEM and Acronis Cyber Protect, escalating anomalies to L2/Senior Engineers.
• Escalation & Collaboration: Follow established SOPs to escalated unresolved tickets or complex network/cloud issues to junior and senior engineers with detailed triage notes.
• Documentation: Maintain up-to-date documentation of client environments, internal workflows, and common resolution procedures.
  

Qualifications & Requirements

Experience: minimum 1–2 years of experience in IT technical support, helpdesk, or customer support (experience in an MSP environment is a strong plus).

Technical Knowledge

• Solid understanding of Windows 10/11, macOS, and basic networking concepts (TCP/IP, DNS, DHCP, VPNs, Routers/Switches).
• Familiarity with ticketing systems (e.g., Zoho Desk, Jira, Zendesk) and Remote Monitoring & Management (RMM) tools (e.g., NinjaOne).
• Basic exposure to cloud ecosystems (Microsoft 365, Google Workspace).

Soft Skills

• Clear verbal and written communication skills in English and Bahasa Malaysia.
• Strong customer service orientation with a problem-solving mindset.
• Ability to prioritize tasks in a fast-paced environment.
  

Preferred / Good-to-Have Skills

• Certifications: CompTIA A+, Network+, or Microsoft Certified: Fundamentals (AZ-900 or MS-900).
• Basic understanding of endpoint security principles or backup management.