Technical Support (Genting)

EPS Malaysia; Pahang; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to ensure smooth operations of IT systems. This role involves diagnosing technical issues, providing user support, and maintaining hardware and software. Candidates should have a diploma in IT or a related field and possess strong communication skills. The position offers opportunities for growth and the chance to work in a dynamic environment where your contributions will enhance the overall technology experience. If you are eager to solve problems and support users effectively, this role is perfect for you.

Qualifications

• 1-2 years of relevant experience in IT support roles.
• Minimum Diploma in IT or related fields is required.

Responsibilities

• Diagnose and resolve technical issues for end-users.
• Manage technical support tickets and ensure compliance with SLAs.
• Conduct site visits and perform preventive maintenance.

Skills

Hardware troubleshooting

Software troubleshooting

Remote support tools

Communication skills

Interpersonal skills

Networking concepts

Microsoft Office applications

Education

Diploma in IT

Diploma in Computer Science

Diploma in Electrical

Diploma in Electronics

Tools

CCTV systems

Access control systems

CIDB Green Card

NIOSH TNB Pass

Wireman PW4 certificate

Wireman PW2 certificate

Job description

POSITION TITLE/DIVISION: Technical Support
REPORTING TO: Technical Support Executive
LOCATION: HQ in Puchong (Candidate will be based in Genting Highlands)
WORK HOURS: 8:30 AM - 5:30 PM
EMPLOYMENT TENURE: 1 year (Renewable and convert to permanent based on performance and availability)

OVERVIEW
The IT Technical Support Specialist plays a vital role in ensuring the smooth operation of computer systems and networks while providing assistance to end-users. This position involves diagnosing and resolving technical issues, maintaining hardware and software, and offering user support to enhance overall technology experience within the organization.

RESPONSIBILITIES

• Understand the overall technical support ticketing process and procedures.
• Manage and complete technical tasks and assignments according to the ticketing system.
• Track ticket status and ensure compliance with Service Level Agreements (SLAs).
• Prepare and submit daily and detailed technical support reports to customers.
• Provide timely updates in daily and weekly status reports as required by supervisors or managers.
• Perform technical fault identification and troubleshooting.
• Contribute to root cause analysis, issue rectification, and solution implementation.
• Provide on-call technical support on a rotational basis.
• Conduct site visits to gather information for the Engineering team to assist in solution development and proposal preparation.
• Perform scheduled preventive maintenance services and complete related checklists and reports promptly.
• Handle any additional tasks assigned by superiors.
• Offer frontline support to end-users by troubleshooting and resolving technical issues.
• Respond to support tickets and calls efficiently and in a timely manner.
• Document and track technical issues systematically to streamline problem resolution.
• Demonstrate a strong understanding of networking concepts and protocols.
• Possess knowledge of hardware components and troubleshooting techniques.
• Prioritize and manage multiple tasks efficiently to meet SLAs.

REQUIREMENTS

• 1-2 years of relevant working experience.
• Minimum Diploma in IT, Computer Science, Electrical, Electronics, or equivalent field.
• Strong interpersonal and communication skills (fluent in English and Bahasa Malaysia).
• Technical proficiency in:
  Hardware and software troubleshooting
  Remote support tools
  Hardware and software installation
  Microsoft Office applications
  Knowledge base utilization
• Willingness to work extended hours, including public holidays and weekends, as needed.
• Possession of own transport and willingness to travel outstation when required.
• CIDB Green Card or NIOSH TNB Pass is an added advantage.
• Basic knowledge or experience in CCTV systems and access control is a plus.
• A valid Wireman PW4 or PW2 certificate from Suruhanjaya Tenaga (ST) is an added advantage.

Sub Specialization: Information Technology; IT Infrastructure

Type of Employment: Permanent

Minimum Experience: 1 Year

Work Location: Pahang