Service Desk Agent (Mandarin + English)

Zohorecruit; Kuala Lumpur; Remote; MYR 47,000 - 69,000; Full time

Benefits offered by this job

Shift allowances for night shift

Training programs and IT certification

Annual salary review

Job summary

Sunbytes is seeking a Service Desk Agent (L1) to support IT operations across Southeast Asia. You will be the first contact for end users, providing timely, professional technical support and guiding users through common hardware/software issues while maintaining service standards.

This role requires 1–2 years in IT service desk, fluent Mandarin and English, and strong AD/Windows VPN skills. Works in a remote, full-time capacity with night shift allowances and ongoing learning opportunities.

Qualifications

• 1–2 years of proven experience in an IT Service Desk or Helpdesk role.
• Fluent in Mandarin and English for user communication.
• Basic Active Directory tasks: password resets, account creation and unlocking.
• Solid Windows 10/11 troubleshooting, software installation and updates.
• Experience helping users troubleshoot VPN connections and Wi-Fi issues.

Responsibilities

• First-Line Support: handle requests via ticket system, email and phone in a professional manner.
• User Account Management: create users, reset passwords, and disable accounts as needed.
• PC Troubleshooting: assist with Windows 10/11 issues, updates and driver installations.
• Remote Access Support: assist remote users with VPN connection issues.
• Escalate complex issues to Level 2 with clear notes and timely follow-up.

Skills

Mandarin

English

Customer service

Problem solving

Time management

Tools

Active Directory

Windows 10/11

VPN troubleshooting

Job description

• Country Malaysia

Job Description

Service Desk Agent (L1)

Location: Remote Full-time

Department: Service Desk

Working hours : 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week)

About Sunbytes

Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.

About the Opportunity

Sunbytes is seeking a Service Desk Agent to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.

Key Responsibilities

First-Line Support: Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.

User Account Management: Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.

PC Troubleshooting: Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.

Remote Access Support: Assist remote users with basic VPN connection issues to ensure they can access company data.

Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.

Requirements

Job Requirements

1–2 years of proven experience in an IT Service Desk or Helpdesk role.

Active Directory: Comfortable with the basics (Resetting passwords, unlocking accounts, creating users).

Windows Support: Solid experience troubleshooting Windows 10/11 errors and installing standard applications.

Network Basics: Experience helping users troubleshoot VPN client connections and Wi-Fi issues.

Fluent in Mandarin and English (Written & Spoken) for user communication.

Service Mindset: Patient, polite, and eager to help users resolve their problems.

Reliable: Good time management and ability to research solutions and figure things out independently.

Leave: Following Malaysia's Employment Law.

Allowances: Shift Allowances for the Night shift.

Learning & Development: Access to training programs and sponsorship for IT certifications.

Compensation Growth: Annual salary review and performance-based bonus.