Level 2 Technical Support ( Offshore)

Hitachi Sunway Information Systems; Kuala Lumpur; On-site; MYR 50,000 - 73,000; Full time

Job summary

Hitachi Sunway Information Systems in Malaysia seeks Level 1 and 2 IT support for end users on hardware, software, and IT-related issues. You will diagnose and resolve desktop, laptop, printer, and connectivity problems.

Responsibilities include administering Microsoft 365 services (Exchange Online, Outlook, Teams, OneDrive, SharePoint Online, and Office apps), SCCM/MECM for software and OS deployment, patch management, imaging PCs, software installation, and device lifecycle management.

Qualifications

• Resolve end-user incidents and service requests within SLA/KPI targets.
• Diagnose and resolve desktop, laptop, printer, and connectivity issues.
• Administer and support Microsoft 365 services including Exchange Online, Outlook, Teams, OneDrive, SharePoint Online, and Office apps.

Responsibilities

• Handle incidents, service requests, and problem tickets within SLA/KPI targets.
• Diagnose and resolve desktop, laptop, printer, peripheral, and connectivity issues.
• Coordinate service activities with users, vendors, offshore teams, and internal IT teams.
• Maintain technical documentation and knowledge base articles.
• Provide onsite and remote offshore operational support when required.

Skills

Incident management

Desktop support

Microsoft 365

Remote support

Documentation

Communication

Tools

SCCM/MECM

Imaging tools

Office 365 apps

Job description

• Provide Level 1 and Level 2 technical support for end users on hardware, software, and IT-relatedissues.
• Diagnose and resolve desktop, laptop, printer, peripheral, and connectivity issues.
• Handle incidents, service requests, and problem tickets within agreed SLA and KPI targets.
• Administer and support Microsoft 365 services including Exchange Online, Outlook, Teams, OneDrive,SharePoint Online, and Office applications.
• Administer SCCM/MECM for software deployment, OS deployment, patch management, and inventory management.
• Perform PC imaging, software installation, hardware deployment, and device lifecycle management.
• Coordinate service activities between users, vendors, offshore teams, and internal IT teams.
• Support infrastructure and workplace technology projects.
• Maintain technical documentation and knowledge base articles.
• Provide onsite and remote offshore operational support when required.