Service Analyst – Level 2

IT Essentials Sdn Bhd; Puchong; On-site; MYR 45,000 - 78,000; Full time

Benefits offered by this job

ITIL Foundation (Added Advantage)

CompTIA A+/Network+ or Security+

MS/Microsoft 365 expertise

Job summary

IT Essentials Sdn Bhd is seeking a Service Analyst – Level 2 to join our Service Operations team in Malaysia. You will investigate and resolve incidents escalated from Level 1, support customer IT environments, monitor service health, and perform approved changes.

The ideal candidate has strong troubleshooting skills, ownership mindset, and ability to engage Level 3 engineers or vendors when needed. A 2–5 year background in IT support is preferred and candidates should be fluent in English and

Qualifications

• Diploma or Bachelor's Degree in IT, CS, Networking or related field.
• 2–5 years of IT support, service desk, NOC or MSP experience.
• Previous Level 2 support experience preferred.
• Strong Windows desktop/server knowledge and Active Directory.
• Good TCP/IP/DNS/DHCP and network troubleshooting.
• Experience with VPN, firewall, virtualization and monitoring.
• Excellent documentation and customer-service skills.

Responsibilities

• Take ownership of Level 1 escalations and incidents.
• Perform detailed Level 2 troubleshooting and resolution.
• Prioritize tickets by severity and SLA requirements.
• Maintain accurate ticket records for incidents and changes.
• Escalate to Level 3 engineers or vendors when needed.
• Follow runbooks and participate in post-incident reviews.
• Support monitoring and service-operations activities.

Skills

Windows OS

Active Directory

Microsoft 365

Troubleshooting

Customer service

Education

Diploma or Bachelor's Degree in IT/CS/Networking

Tools

VMware

Hyper‑V

Backup solutions

RMM/NinjaOne

Job description

We are seeking a skilled and customer-focused Service Analyst – Level 2 (L2) to join our Service Operations team.

The Service Analyst L2 is responsible for investigating and resolving technical incidents and service requests escalated from Level 1, supporting customer IT environments, monitoring service health, performing approved technical changes, and escalating complex issues to Level 3 engineers or relevant specialists.

The successful candidate should have strong troubleshooting skills, good technical fundamentals and the ability to take ownership of incidents from investigation through resolution.

Key Responsibilities

• Take ownership of incidents and service requests escalated from Level 1.
• Perform detailed technical troubleshooting and resolve issues within the scope of Level 2 support.
• Prioritise tickets according to severity, business impact, urgency and SLA requirements.
• Ensure assigned tickets are acknowledged, investigated, updated and resolved within agreed service levels.
• Maintain accurate ticket records including symptoms, troubleshooting performed, findings, actions taken and resolution.
• Identify recurring incidents and escalate potential problems for further investigation.
• Escalate complex or unresolved incidents to Level 3 engineers, vendors or relevant specialists with complete technical information.
• Follow up on escalated incidents until service restoration or resolution.

Technical Support & Troubleshooting

Provide Level 2 support across customer environments including:

• Microsoft Windows 10/11 and Windows Server.
• Active Directory, user accounts, permissions and Group Policy.
• Microsoft 365, Exchange Online and Microsoft Entra ID.
• DNS, DHCP, TCP/IP and general network connectivity.
• LAN, WAN and Wi-Fi troubleshooting.
• VPN and remote-access connectivity.
• Firewall and network security troubleshooting.
• VMware and Microsoft Hyper‑V virtualisation environments.
• Backup and recovery systems.
• Endpoint protection and endpoint management platforms.
• File servers, shared folders, printers and other business IT services.
• Remote monitoring and management platforms.

Monitoring & Service Operations

• Monitor infrastructure, network, server, endpoint, backup and security alerts.
• Investigate monitoring alerts and determine service or customer impact.
• Perform approved remediation according to established procedures and operational runbooks.
• Identify false positives, recurring alerts and conditions requiring further investigation.
• Escalate critical alerts and service-impacting events according to established escalation procedures.
• Participate in NOC/service monitoring activities and ensure operational alerts are properly followed through.

Customer Service & Communication

• Communicate professionally with customers regarding incidents and service requests.
• Gather sufficient technical and business-impact information before beginning troubleshooting.
• Provide customers with clear and timely progress updates.
• Explain technical findings and resolutions in a manner appropriate for technical and non-technical users.
• Manage customer expectations during incident investigation and escalation.
• Maintain a professional service-oriented approach throughout the support lifecycle.
• Recognise Priority 1, Priority 2 and other business-critical incidents requiring immediate escalation.
• Gather logs, screenshots, diagnostic information, timestamps and other relevant evidence.
• Work with Level 3 engineers, vendors and other technical teams during incident resolution.
• Assist with preparation of incident timelines and technical findings.
• Participate in root cause analysis and corrective-action activities when required.

Change & Maintenance Activities

• Perform approved technical changes and maintenance activities within assigned responsibilities.
• Conduct pre-change checks and post-change validation.
• Document all changes and implementation results accurately.
• Escalate unexpected results and follow approved rollback procedures where necessary.
• Participate in scheduled after-hours maintenance where required.

Security Responsibilities

• Recognise potential cybersecurity incidents and elevate them according to security procedures.
• Support investigation of authentication, endpoint, firewall, VPN and other security-related alerts.
• Follow privileged‑access and administrative account procedures.
• Protect customer credentials, configurations, infrastructure information and confidential data.
• Follow company and customer information‑security policies at all times.

Documentation & Knowledge Management

• Create and maintain technical documentation and troubleshooting procedures.
• Develop knowledge‑base articles for common incidents and proven resolutions.
• Maintain customer‑specific technical information according to documentation standards.
• Document recurring technical issues and recommended solutions.
• Share technical knowledge and troubleshooting methods with Level 1 Service Analysts.
• Assist in improving operational procedures and technical runbooks.

Team & Operational Responsibilities

• Work closely with Level 1 Service Analysts and Level 3 engineers.
• Provide technical guidance to Level 1 team members where appropriate.
• Participate in shift handovers and ensure outstanding critical issues are properly communicated.
• Maintain ownership of assigned work and follow through on outstanding actions.
• Participate in shift, standby or after‑hours support where required by service operations.
• Perform other technical and service‑operation duties reasonably assigned by management.

Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Networking, Cybersecurity or a related discipline.
• Approximately 2‑5 years of relevant IT support, Service Desk, infrastructure, NOC or Managed Service Provider (MSP) experience.
• Previous Level 2 technical support experience is preferred.
• Good knowledge of Windows desktop and server environments.
• Practical understanding of Active Directory and Microsoft 365.
• Good understanding of TCP/IP, DNS, DHCP and network troubleshooting.
• Experience troubleshooting VPN and remote‑access issues.
• Exposure to firewall, virtualisation, backup, endpoint security and monitoring technologies.
• Good understanding of incident, service request and change‑management processes.
• Strong troubleshooting, analytical and problem‑solving skills.
• Ability to independently investigate issues before escalation.
• Strong customer‑service and communication skills.
• Good written and spoken English and Bahasa Malaysia.
• Ability to produce clear and accurate technical documentation.
• Able to work effectively in a team and under pressure during service‑impacting incidents.
• Willing to participate in shift, standby or after‑hours support where operationally required.

Added Advantages

• Microsoft technologies and Microsoft 365
• VMware or Microsoft Hyper‑V
• Fortinet or Sophos firewall technologies
• Veeam or other enterprise backup solutions
• Endpoint security and EDR solutions
• Wazuh or other SIEM/security monitoring platforms
• NinjaOne or other RMM platforms
• ITIL Foundation
• CompTIA A+, Network+ or Security+
• Other relevant infrastructure, cloud, networking or cybersecurity certifications

Candidate Profile

We are looking for someone who can take ownership, investigate, troubleshoot and resolve technical problems rather than simply forwarding tickets to the next support level.

The ideal candidate is technically curious, disciplined in documentation, customer-focused and able to make sound decisions about when to resolve, collaborate or elevate an incident.

This role provides an opportunity to gain broad exposure to enterprise infrastructure, networking, cloud, cybersecurity and managed service operations while developing toward more advanced Level 3 or specialist technical responsibilities.

Unlock job insights

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Services Analyst?

We architect and deliver leading‑edge ubiquitous technical solutions and reliable consulting support to businesses.

IT Essentials Sdn Bhd (ITE) is a vast growing private limited company headquartered in Malaysia, with forward‑thinking innovations that cater to each and every need of any company or organization, regardless of its geographical location, with offerings that bridge the gap across the entire range of Information and Communications Technology Related Solutions.

As an Information and Communications Technology Related Solutions company, we have expanded our reach across the Asian market such as Malaysia, Thailand, Singapore, Hong Kong and more.

We architect and deliver leading‑edge ubiquitous technical solutions and reliable consulting support to businesses.

IT Essentials Sdn Bhd (ITE) is a vast growing private limited company headquartered in Malaysia, with forward‑thinking innovations that cater to each and every need of any company or organization, regardless of its geographical location, with offerings that bridge the gap across the entire range of Information and Communications Technology Related Solutions.

As an Information and Communications Technology Related Solutions company, we have expanded our reach across the Asian market such as Malaysia, Thailand, Singapore, Hong Kong and more.