Technical Support Engineer / Helpdesk

Ipenet Solutions; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology solutions provider in Penang is looking for a Technical Support Specialist to provide first-level support for PCs, laptops, and mobile devices. Responsibilities include troubleshooting hardware and software issues, managing user accounts, and ensuring adherence to company policies. Candidates should have at least 1-2 years of IT experience, strong knowledge of Windows OS and Microsoft Office 365, and a degree in Computer Science or IT. The role requires flexibility in work hours and willingness to travel if needed.

Qualifications

• 1-2 years of experience in the IT industry or a similar role.
• Willing to travel to sites for work.
• Strong knowledge of IT infrastructure and basic networking.
• Ability to work flexible shifts including standby or night shifts.

Responsibilities

• Provide 1st-level technical support for end users' devices.
• Troubleshoot hardware, software, network, and printer issues.
• Monitor and maintain computer systems and networks.
• Manage user accounts and IT asset inventory.

Skills

Technical support

Problem-solving

Communication

Networking concepts

Education

Diploma/Degree in Computer Science/IT

Tools

Windows OS

Microsoft Office 365

Job description

Responsibilities

Provide 1st-level technical support and functional assistance for end users' PC/Laptop and handheld devices via phone, email, remote tools, or in person.

Troubleshoot and resolve hardware, software, network, and printer-related issues.

Set up and configure desktops, laptops, mobile devices, and other peripherals.

Monitor and maintain computer systems and networks.

Basic troubleshooting and support for servers, storage, backup solutions, virtualisation, wired & wireless networking and firewall devices.

Manage user accounts, permissions, and access control (e.g., Active Directory, email systems).

Maintain IT asset inventory and ensure proper documentation.

Coordinate with end users and vendors in IT system support and troubleshooting.

Escalate complex issues to higher-level support or vendors as needed.

Ensure IT support tasks are completed within SLAs and in accordance with company policies.

Being able to provide 2nd/3rd-level technical support is an added advantage.

Requirements

Proven experience (min 1-2 years) in IT industry, or a similar role.

Able to work on flexible shifts including standby or night shifts.

Willing to travel to sites for work.

Possess Diploma/Degree in Computer Science/IT.

Strong knowledge of Windows OS, Microsoft Office 365, and basic networking concepts.

Basic knowledge of IT infra-network, server.

Good oral and written communication with high attention to detail.

Strong dedication to excellent delivery and customer service.

Positive attitude and Exceptional communication.

A team player with a strong sense of responsibility and urgency of details.

Strong analytical thinking and problem-solving abilities.