Senior IT Helpdesk

SIMPLIFIED TECHNOLOGY (MALAYSIA) SDN BHD; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A technology solutions company is seeking an IT Support Specialist in Petaling Jaya, Malaysia. This role involves receiving and logging support requests, troubleshooting IT issues, and performing routine system maintenance. Ideal candidates should have a strong understanding of computer hardware and software, excellent communication skills, and a customer-oriented approach. Rotating shifts are required.

Qualifications

• Strong understanding of computer hardware and software.
• Proficiency in troubleshooting common IT issues.
• Basic knowledge of operating systems (Windows, macOS, Android).
• Excellent communication and interpersonal skills.

Responsibilities

• Receive and log incoming support requests via phone, email, or ticketing system.
• Prioritize and categorize incidents based on severity and impact.
• Troubleshoot common IT issues, such as password resets and software installation.
• Perform routine system maintenance tasks and monitor system performance.

Skills

Technical troubleshooting

User communication

Problem-solving

Multitasking

Customer service orientation

Tools

Ticketing systems

Remote support tools

Job description

Receive and log incoming support requests via phone, email, or ticketing system.

Prioritize and categorize incidents based on severity and impact.

Troubleshoot common IT issues, such as password resets, software installation, and hardware malfunctions.

Escalate complex issues to higher-level support teams when necessary.

User Support:

Provide clear and concise explanations of technical issues to users of varying technical proficiency.

Assist users in navigating systems and applications.

Document troubleshooting steps and resolutions for future reference.

System Maintenance:

Perform routine system maintenance tasks, such as software updates, patch management, and antivirus scans.

Monitor system performance and identify potential issues.

Knowledge Base Management:

Contribute to and maintain a comprehensive knowledge base of troubleshooting procedures and FAQs.

Customer Service:

Interact with users in a professional and courteous manner.

Maintain a positive and helpful attitude.

Strive to resolve issues on the first contact.

Shift work involves rotating shifts either from 7am-4pm, 9am-6pm and 3pm-11pm

Qualifications:

Technical Skills:

Strong understanding of computer hardware and software.

Proficiency in troubleshooting common IT issues.

Basic knowledge of operating systems (Windows, macOS, Android).

Experience with ticketing systems and remote support tools.

Soft Skills:

Excellent communication and interpersonal skills.

Ability to multitask and prioritize tasks.

Problem-solving and analytical skills.

Customer-oriented approach.