Mandarin-Speaking Service Desk Engineer | Tech Support Pro

Digital Labs Sdn Bhd; Petaling Jaya; On-site; MYR 27,900 - 39,060; Full time

Job summary

Digital Labs Sdn Bhd is seeking a dedicated Service Desk Agent to provide technical support to end-users, resolving IT issues and answering inquiries to ensure a smooth IT environment.

The role involves troubleshooting hardware and software, creating and managing service desk tickets, remote desktop assistance, and collaborating with IT teams to resolve complex issues while maintaining security standards.

Qualifications

• Must have 1–3 years in technical support or service desk.
• Strong communication, ability to explain technical concepts clearly.
• Familiarity with IT security principles is a plus.
• It certifications such as CompTIA A+ or ITIL are a plus.

Responsibilities

• Provide courteous and timely technical support to end-users via phone, email, or chat.
• Troubleshoot hardware and software problems and escalate complex issues.
• Create and manage service desk tickets with accurate incident resolution.
• Deliver excellent customer service and ensure user satisfaction.
• Contribute to knowledge base with FAQs and standard solutions.
• Document resolutions and troubleshooting steps for future reference.
• Provide remote desktop assistance and guide users remotely.
• Assist with setup, installation, and configuration of hardware and software.
• Assist users with password resets and account unlocks following security policies.
• Promote security policies and report potential incidents.
• Collaborate with IT teams to resolve complex issues.
• Stay updated on technology trends to improve support capabilities.

Skills

Active Directory

Intune

MFA

Email tracing

Remote desktop

Ticketing systems

Customer service

Hardware troubleshooting

Software troubleshooting

Education

High school diploma

Associate or Bachelor’s degree

Tools

Windows

macOS

Office software

Job description

Digital Labs Sdn Bhd is seeking a dedicated Service Desk Agent to provide technical support to end-users, resolving IT issues and answering inquiries to ensure a smooth IT environment.

The role involves troubleshooting hardware and software, creating and managing service desk tickets, remote desktop assistance, and collaborating with IT teams to resolve complex issues while maintaining security standards.