Technical Support Specialist - IT Service Desk (24x7)

EXEO Global Pte Ltd; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Benefits offered by this job

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Job summary

EXEO Global Pte Ltd is seeking a proactive Frontline IT Support Analyst to triage, manage and resolve assigned service cases within SLAs. The role requires rotating shifts to support a 24x7 operation and deliver timely updates with professional customer service.

Responsibilities include first-level troubleshooting with remote tools, documenting cases accurately, coordinating field engineers and vendors, and collaborating with L2/L3 teams to resolve issues quickly. Fresh graduates are welcome.

Qualifications

• Diploma or Bachelor's Degree in Information Technology, Engineering, Computer Science, or related field preferred.
• Fresh graduates encouraged to apply; up to 1 year of customer-facing tech support experience advantageous.
• Experience in ITSM/Service Desk or ticket coordination is preferred.

Responsibilities

• Manage support cases assigned by the Queue Manager and resolve within SLAs.
• Provide timely customer updates and maintain accurate case documentation.
• Perform first-level troubleshooting using remote diagnostic tools and knowledge base resources.
• Handle call-home alerts, remote hands requests, and escalate when required.
• Coordinate Field Engineers, subcontractors, and spare parts to meet service commitments.
• Collaborate with L2/L3, SMEs, and other support teams to resolve cases efficiently.
• Maintain professional communication with customers, vendors, and internal stakeholders.
• Share knowledge and support team development; participate in process improvements.
• Attend required training and perform other assigned duties.

Skills

Customer Focus

Attention to Detail

Problem Solving

Communication

Teamwork

Documentation

Adaptability

Critical Thinking

Continuous Improvement

Professionalism

Education

Diploma or Bachelor's Degree in IT/Engineering/CS

Tools

Salesforce

Zendesk

8x8 Softphone

Job description

EXEO Global Pte Ltd is seeking a proactive Frontline IT Support Analyst to triage, manage and resolve assigned service cases within SLAs. The role requires rotating shifts to support a 24x7 operation and deliver timely updates with professional customer service.

Responsibilities include first-level troubleshooting with remote tools, documenting cases accurately, coordinating field engineers and vendors, and collaborating with L2/L3 teams to resolve issues quickly. Fresh graduates are welcome.