Senior Helpdesk Support (IT - Software)

Cloone Corporation Sdn Bhd; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A tech solutions provider is seeking a Junior Executive for IT Support in Petaling Jaya, Malaysia. The ideal candidate will have a Bachelor's Degree in IT and strong skills in SQL, cloud platforms like AWS and Huawei Cloud, and customer service. Responsibilities include troubleshooting, managing support phases, and optimizing cloud infrastructure. Candidates fluent in Mandarin/Cantonese are preferred, along with good problem-solving abilities. This role may require weekend work and travel within Malaysia.

Qualifications

• 1-2 years of experience in a Helpdesk Support Role.
• Knowledge of cloud services like AWS, Huawei Cloud, and Alibaba Cloud.
• Experience in troubleshooting complex cloud infrastructures.

Responsibilities

• Act as primary point of contact for customer support.
• Assist in troubleshooting and maintaining software.
• Diagnose and resolve cloud infrastructure issues.
• Ensure timely delivery of technical support.
• Manage support phases and resource coordination.
• Prepare and update documentation for software.

Skills

SQL Query

Problem-solving

Analytical skills

Interpersonal skills

Follow-up abilities

Mandarin/Cantonese proficiency

Bahasa Melayu proficiency

Education

Bachelor's Degree/Diploma in Computer Science, Information Technology

Tools

Docker

Kubernetes

CI/CD

Job description

Bachelor's Degree/Diploma in Computer Science, Information Technology, or related field (or equivalent work experience).

Proficiency in: SQL Query

Managing Huawei Cloud, Alibaba Cloud, and AWS

Supporting IaaS, PaaS, and SaaS

Previous experience in a similar role, providing technical support for cloud-based services and platforms.

Strong problem-solving and analytical skills.

Junior Executive specialization in IT/Computer Software or equivalent.

Knowledge of DevOps practices and tools (e.g., Docker, Kubernetes, CI/CD) is advantageous.

Willingness to travel within Malaysia if required.

Willingness to work on weekends if necessary.

Mature and pleasant personality.

Excellent telephone etiquette and interpersonal skills.

Strong follow-up abilities.

Languages: English, Mandarin/Cantonese, and Bahasa Melayu.

We are seeking candidates proficient in Mandarin/Cantonese to effectively communicate with Mandarin/Cantonese-speaking clients.

Job Tasks

• Act as the primary point of contact for customer support, liaising between customers and internal staff for all support activities.
• Assist in troubleshooting and maintaining software, including assistance with database script updates.
• Diagnose and resolve complex cloud infrastructure and application-related issues, e.g.: AWS, Huawei Cloud, and/or Alibaba Cloud.
• Conduct testing as needed.
• Ensure timely and within-budget delivery of technical support.
• Assist clients in optimizing their cloud infrastructure for performance, scalability, and cost-efficiency.
• Manage and oversee support phases, ensuring timely execution and resolution.
• Resolve issues and risks associated with assigned support.
• Coordinate internal resources and third-party/vendor involvement for project execution.
• Collaborate with project managers to identify and resolve problems.
• Negotiate for resources or materials with project stakeholders.
• Provide regular project status reports and updates.
• Conduct internal testing on reported issues and new releases before customer deployment.
• Engage in pre-sales activities related to the products.
• Prepare and update documentation for existing software/solutions.
• Create and maintain comprehensive documentation, knowledge base articles, and best practices for clients and team members.
• Efficiently manage and utilize the ticketing system, providing periodic reports to management.
• Proactively troubleshoot issues and propose long-term solutions.

Application Questions

• How many years' experience do you have as a Helpdesk Support Role?
• Which of the following languages are you fluent in?
• What's your expected monthly basic salary?