Technical Support Engineer L1 Team Lead

Bytecenture; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

Bytecenture in Kuala Lumpur seeks a Technical Support Team Lead to manage a team of support specialists. You will ensure high customer satisfaction through effective management and mentoring, while also monitoring performance and enhancing service delivery.

The ideal candidate will have a background in IT support, strong problem-solving skills, and the ability to communicate fluently in English and Mandarin.

Qualifications

• Proven experience as a technical support team lead or supervisor.
• Strong background in IT support and troubleshooting.
• Fluent in English and Mandarin for communication with clients.

Responsibilities

• Lead and manage a team of technical support specialists.
• Monitor and evaluate team performance for improvement.
• Respond to complex technical support queries.

Skills

Problem-solving

Analytical skills

Team management

Technical support

Communication

Interpersonal skills

Tools

Operating systems

Productivity tools

Network equipment

ITIL

Job description

Responsibilities

• Lead and manage a team of first-line technical support specialists, providing guidance, coaching and mentoring to ensure high levels of customer satisfaction.
• Monitor and evaluate team performance, identifying areas for improvement and implementing strategies to enhance productivity and service delivery.
• Respond to and resolve complex technical support queries, troubleshooting hardware and software issues.
• Escalate unresolved issues to the appropriate specialists and follow up to ensure timely resolution.
• Document and maintain comprehensive records of all technical support activities.
• Continuously seek to improve processes and procedures to enhance the efficiency and effectiveness of the technical support function.
• Collaborate with other teams and departments to ensure a seamless and integrated approach to IT service delivery.

Qualifications

• Proven experience as a technical support team lead or supervisor, with a strong background in IT support and troubleshooting.
• Excellent problem-solving and analytical skills, with the ability to quickly identify and resolve technical issues.
• Strong communication and interpersonal skills, with the ability to effectively manage and motivate a team.
• Proficient in the use of various hardware and software technologies, including operating systems, productivity tools, and network equipment.
• Familiarity with industry-standard IT support frameworks and methodologies, such as ITIL.
• Ability to work collaboratively and build strong relationships with both internal and external stakeholders.
• Required languages: English and Mandarin (fluent in both written and spoken) for direct communication with China-based clients.