Technical Helpdesk - Bandar Sunway

Asia Recruit Management Sdn Bhd; Selangor; On-site; MYR 42,000 - 54,000; Full time

Job summary

Jora Malaysia is seeking an experienced Technical Helpdesk professional to diagnose, resolve, and escalate complex issues across connectivity, voice, and related services. You will coordinate with frontline teams and external partners to restore services quickly and maintain high customer satisfaction.

The role requires 4–6 years total experience, including 1–3 years in tech support or IT helpdesk, with a solid grasp of router setup, Wi-Fi, and LAN/WAN networks.

Qualifications

• Four to six years of total working experience, including one to three years of relevant experience in Technical Helpdesk, IT Support, Customer Service, Telecommunications or a related field.
• Basic working knowledge of router setup, configuration and troubleshooting, including Wi‑Fi settings and common LAN/WAN connectivity issues.
• Good understanding of internet connectivity, fibre services, VoIP and common network-related issues is an advantage.

Responsibilities

• Manage escalated technical cases through relevant customer relationship management (CRM) and service management platforms, including technical diagnosis, resolution coordination, timely case updates and case closure.
• Provide dedicated end-to‑end technical support for priority and business customers, ensuring timely troubleshooting, appropriate escalation and efficient service restoration.
• Monitor service incidents and proactively communicate relevant updates to frontline and support teams while minimising duplicate or unnecessary case creation.
• Act as a central coordination point between frontline teams, internal technical and operational teams, and external service partners effective handovers and timely resolution of technical issues.
• Maintain accurate technical documentation, case records and service updates to support operational visibility, knowledge sharing, reporting and continuous improvement.

Skills

Technical Helpdesk

IT Support

Customer Service

Telecommunications

Router setup

Wi-Fi configuration

LAN/WAN

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Technical Helpdesk provides end-to‑end Level 2 technical support for connectivity, voice and related technology services. The role is responsible for diagnosing, resolving and escalating complex technical issues involving internet connectivity, service performance, network equipment, VoIP services and associated devices. The role also ensures timely service restoration, effective stakeholder coordination and a consistently positive customer experience.

Key Responsibilities

• Manage escalated technical cases through relevant customer relationship management (CRM) and service management platforms, including technical diagnosis, resolution coordination, timely case updates and case closure
• Provide dedicated end-to‑end technical support for priority and business customers, ensuring timely troubleshooting, appropriate escalation and efficient service restoration.
• Monitor service incidents and proactively communicate relevant updates to frontline and support teams while minimising duplicate or unnecessary case creation.
• Act as a central coordination point between frontline teams, internal technical and operational teams, and external service partners effective handovers and timely resolution of technical issues.
• Maintain accurate technical documentation, case records and service updates to support operational visibility, knowledge sharing, reporting and continuous improvement.

Minimum Requirements

• Four to six years of total working experience, including one to three years of relevant experience in Technical Helpdesk, IT Support, Customer Service, Telecommunications or a related field.
• Basic working knowledge of router setup, configuration and troubleshooting, including Wi‑Fi settings and common LAN/WAN connectivity issues.
• Good understanding of internet connectivity, fibre services, VoIP and common network-related issues is an advantage.