MDR Support Analyst

FIRMUS; Kuala Lumpur; On-site; MYR 40,000 - 65,000; Full time

Job summary

FIRMUS in Malaysia seeks an entry-level MDR Service Desk Analyst to be the first point of contact for customers via tickets, email, phone and chat. You will log, categorize and prioritize tickets, perform initial alert triage, and escalate to Level 2 with clear handover notes.

You will liaise between customers and analysts, follow up on outstanding items, and monitor SLA performance. The role requires a degree, 1-2 years in a helpdesk or SOC-like role, plus strong English and Bahasa Malaysia

Qualifications

• Bachelor degree in Computer Science, Cybersecurity, Information Technology or equivalent.
• 1-2 years experience in a helpdesk, service desk, technical support or SOC support role; fresh graduates with relevant internship exposure will be considered.
• Basic understanding of cybersecurity concepts, common threat types and the alert triage process.
• Working knowledge of general system and network fundamentals; familiarity with EDR or endpoint security consoles is an advantage.
• Hands-on experience with ticketing or ITSM tools. ITIL foundation knowledge is a plus.
• Excellent written and verbal communication skills in English and Bahasa Malaysia.
• Strong customer service orientation, with proven ability to manage expectations and follow through on commitments.
• Well organised and detail oriented, able to manage multiple tickets and priorities concurrently.
• Self-motivated and effective in a fluid environment.
• Be able to work a fluid and dynamic schedule to cover hours and days outside of the normal work week.
• The position required shift rotation arrangement.

Responsibilities

• Serve as the first point of contact for MDR service customers via ticketing system, email, phone and chat.
• Log, categorise and prioritise all incoming tickets with complete case records.
• Perform initial review of alerts and apply triage steps to determine severity and next actions.
• Escalate tickets to Level 2 analysts with clear handover notes and track to closure.
• Act as liaison between customer and Level 2 analysts, relaying findings and status updates.
• Follow up with customers on outstanding items until tickets are resolved.
• Monitor ticket queues against SLA and escalate risks of breach.
• Prepare and issue regular service reports and incident summaries for customers.
• Support review meetings by compiling reporting packs and tracking actions.
• Maintain excellent customer satisfaction through proactive service.
• Contribute to knowledge base with SOPs, FAQs and response templates.

Skills

Ticketing systems

Customer service

Communication

Troubleshooting

multitasking

Education

Bachelor degree in Computer Science, Cybersecurity, Information Technology or equivalent

Tools

EDR

ITSM tools

ITIL knowledge

Job description

• Serve as the first point of contact for customers of the MDR service, handling queries received via the ticketing system, email, phone and chat
• Log, categorise and prioritise all incoming tickets accurately, ensuring complete and consistent case records
• Perform initial review of alerts and suspicious events, applying basic triage steps and documented playbooks to determine severity and next actions
• Escalate tickets to Level 2 analysts with clear, complete handover notes, and track them through to closure
• Act as the liaison between the customer and Level 2 analysts, relaying findings, actions taken and status updates
• Follow up with customers on outstanding items, pending information and remediation actions until tickets are resolved
• Monitor ticket queues against agreed service levels (SLA) and elevate risks of breach to the team lead
• Prepare and issue regular service reports, including incident summaries and statistics for customers
• Support customer review meetings by compiling reporting packs and tracking action items to completion
• Maintain excellent customer satisfaction through professional, proactive and personal service
• Contribute to the knowledge base by maintaining standard operating procedures, FAQs and response templates

Qualification:

• Bachelor degree in Computer Science, Cybersecurity, Information Technology or equivalent
• 1-2 years experience in a helpdesk, service desk, technical support or SOC support role; fresh graduates with relevant internship exposure will be considered
• Basic understanding of cybersecurity concepts, common threat types (malware, phishing, ransomware) and the alert triage process
• Working knowledge of general system and network fundamentals; familiarity with EDR or endpoint security consoles is an advantage
• Hands-on experience with ticketing or ITSM tools. ITIL foundation knowledge is a plus
• Excellent written and verbal communication skills in English and Bahasa Malaysia
• Strong customer service orientation, with proven ability to manage expectations and follow through on commitments
• Well organised and detail oriented, able to manage multiple tickets and priorities concurrently
• Self-motivated and effective in a fluid environment
• Be able to work a fluid and dynamic schedule to cover hours and days outside of the normal work week
• The position required shift rotation arrangement