Senior IT Helpdesk

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

Job summary

A technology support company based in Petaling Jaya is looking for an IT Support Specialist. The role involves receiving and logging support requests, troubleshooting common IT issues, and performing routine system maintenance. The ideal candidate should have strong technical skills and excellent customer service abilities. Shift work is required with varying hours. This is a great opportunity for those looking to grow in an IT support role.

Qualifications

• Strong understanding of computer hardware and software.
• Basic knowledge of operating systems (Windows, macOS, Android).
• Experience with troubleshooting common IT issues.

Responsibilities

• Receive and log incoming support requests via phone, email, or ticketing system.
• Perform routine system maintenance tasks, such as software updates.
• Interact with users in a professional and courteous manner.

Skills

Troubleshooting IT issues

Communication skills

Customer-oriented approach

Problem-solving skills

Tools

Ticketing systems

Remote support tools

Job description

SIMPLIFIED TECHNOLOGY (MALAYSIA) SDN BHD View all jobs

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 refers to any work schedule that falls outside of the traditional 9-to-5 workday. It 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.