Specialist – Service Desk Engineer (English and Bahasa Malaysia Language Support)

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT services provider in Kuala Lumpur is looking for a technical support specialist to provide end-user computing support and troubleshoot issues. The ideal candidate should have experience with networking and desktop environments, including MS Windows and Google Workspace. This role offers an attractive salary and various employee benefits, including annual leave and medical coverage.

Benefits

Attractive Salary

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• Working knowledge in end user computing & networking troubleshooting (TCP/IP, DNS, SMTP).
• Working experience in administering & supporting MS Windows and Linux environments.
• Proven communication skills, able to address all levels within the organization.

Responsibilities

• Provide technical support on end-user computing hardware and peripherals.
• Document all Minor End-user Incidents in the ticketing application.
• Track and list all issues and resolutions according to KPIs.
• Escalate to or work with other teams in IT Platform & Infrastructure as needed.

Skills

End user computing & networking troubleshooting

PC Software and browser troubleshooting

Administering & supporting MS Windows technologies

Working Experience with Google Workspace

Experience with Service Management or Ticketing Tools

Proven communication skills

Strong analytical & problem-solving abilities

Service oriented demeanour

Tools

Google Workspace

JIRA Service Management

Endpoint Security Tools

Job description

Responsibilities of the Role

• Maintain a high degree of service for end‑user computing support by keeping to Acknowledgement and Response Time targets and adhere to all service management principles.
• Provide technical support on end‑user computing hardware and peripherals in an office. This includes answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.
• Ensure all Minor End‑user Incidents or Service Requests updates are fully documented in the ticketing application. This includes follow‑ups from previous shift teams & follow through with all related parties until ticket closure.
• Track and list all issues and resolutions in the details section in accordance with the team’s Key Performance Indicator for MITR and MTTR.
• Follow standard operating procedures when triaging or troubleshooting a user issue.
• Provide Technical Support & Access Administration on the following technologies:
  • End‑user computing hardware i.e. PC / Laptop and peripherals
  • Google Workspace
  • JIRA Service Management (JSM), JIRA Software, Statuspage and other Atlassian products used by the company
  • Endpoint Security Tools
• Telephony Administration.
• Familiarity with OKTA SSO.
• Escalate to or work with other teams in IT Platform & Infrastructure to address minor incidents and fulfil requests from end users in cases where the issue needs to be escalated.
• Work with Lead Engineer or Manager to arrange for external technical support where problems cannot be resolved in‑house.
• In cases of widespread end user technical issues, immediately escalated to & work with the IT Shift Manager on‑duty so the incident can be handled in accordance with the company’s Major Incident management process.

Requirements for the Role

• Working knowledge in end user computing & networking troubleshooting (TCP/IP, DNS and SMTP).
• PC Software and browser troubleshooting skills are required.
• Working Experience in administering & supporting MS Windows technologies and/or Linux environments such as Ubuntu or the like.
• Working Experience with Google Workspace.
• Working Experience with Service Management or Ticketing Tools.
• Proven communication skills, written and verbal. Able to address all levels within the organisation and has the ability to address conflicts constructively.
• Ability to read & analyse business processes, procedures, training material.
• Strong analytical & problem‑solving abilities.
• Good understanding of Client server & web‑based application architectures.
• Service oriented demeanour is a must.
• Driving change and handling difficult situations.
• Dealing with change on a daily basis.

Nice to Have Skills

• Experience with Service Delivery, Incident Management, Change and Problem Management Process.
• Experience with ITIL methodologies, end‑to‑end support and/or related Practices.

The Package

• Attractive Salary (RM5,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Working Location: Kuala Lumpur.