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Beyondsoft (listed by the Shenzhen Stock Exchange, stock code 002649) is a global provider of IT consulting, product and solution services. Relying on strong R&D and innovation capabilities, the company widely adopts emerging technologies based on big data and mobile internet, including big data management platform, enterprise risk warning and public opinion monitoring system, AI-based intelligent operation and maintenance service, and intelligent automated test products. And a wide range of products and solutions, including internationally authoritative software testing qualification training, for a wide range of services in the fields of high technology, internet, finance, retail, logistics, energy, manufacturing, and medical.

For more information, please visit www.beyondsoft.com

Job Description

User Support: Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.

Issue Resolution: Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.

Ticket Management: Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.

Customer Service: Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.

Knowledge Base: Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.

Documentation: Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.

Remote Support: Provide remote desktop assistance when required, guiding users through problem-solving steps and remote troubleshooting tools.

Hardware and Software Setup: Assist with the setup, installation, and configuration of computer hardware, software applications, and peripherals.

Password Reset: Assist users with password resets and account unlocks in accordance with security policies.

Security Awareness: Promote and adhere to security policies, recognizing and reporting potential security incidents.

Team Collaboration: Collaborate with other IT teams and specialists to escalate and resolve complex issues.

Continuous Learning: Stay up-to-date with technology trends, new software, and hardware to improve support capabilities.

Application Support: Ability to identify and isolate issues, as well as gather information.

Account Provisioning Skills: Must have experience with the Onboarding/Offboarding process using Active Directory (AD).

Microsoft Applications: Proficiency in AD, Intune, MFA (Multi-Factor Authentication), and email tracing.

Qualifications

Minimum Diploma in Computer Science, Information Technology, or a related field.

Minimum 2 years of experience in a technical support or service desk role.

Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.

Proficiency in troubleshooting and problem-solving techniques for hardware and software issues.

Familiarity with commonly used operating systems (e.g., Windows, macOS) and office software.

Customer service-oriented mindset with a commitment to delivering high-quality support.

Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

Knowledge of remote support tools and remote desktop assistance is advantageous.

Familiarity with ticketing systems for incident management.

Basic understanding of IT security principles and best practices.

IT certifications such as CompTIA A+ or ITIL Foundation are a plus.

Able to work with minimal supervision.

Beyondsoft (Malaysia) Sdn. Bhd. is committed to being an equal opportunity employer and provides equal employment opportunities to all employees and applicants. We strive to cultivate a workplace that celebrates diversity and inclusion, where individuals of all backgrounds—regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, or any other distinguishing trait—can succeed and thrive. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, national origin, disability status, genetics, sexual orientation, gender identity, or expression. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the entire employee lifecycle. We are focused on creating an environment where everyone can reach their full potential.

Employment offers from Beyondsoft (Malaysia) Sdn. Bhd. are contingent upon the successful completion of any required pre-employment processes, in line with applicable laws and regulations. Beyondsoft (Malaysia) Sdn. Bhd. does not ask for any recruitment fees, nor does it request any unauthorized payments from candidates as part of the hiring process

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a service desk analyst? How many years' experience do you have in an application support function? Do you have technical support experience? How many years' experience do you have as an Active Directory Administrator? Are you available for shift work?

Computer Software & Networking 101-1,000 employees

Beyondsoft (Shenzhen Stock Exchange listed, 002649) is a global IT Consulting, Solutions and Services provider. Founded in 1995 and headquartered in Beijing, China, Beyondsoft has over 30 nationwide offices, R&D bases and delivery centers, as well as facilities in United States, Japan, India, Canada and Singapore.

Relying on its strong R&D heritage and ability to innovate, Beyondsoft is now focusing on using emerging, disruptive technologies, like cloud, mobility, big data and analytics, to provide powerful solutions and products for clients in a wide range of industries including: high-tech, eCommerce, finance, automobile, retail, logistics, energy, manufacturing, healthcare, telecommunications, media & entertainment, and travel.

Beyondsoft follows rigid security measures that are in strict compliance with multi-national quality & safety standards. Beyondsoft’s management and development processes are also CMMI 3, ISO 20000, ISO9001, ISO 27001 certified.

Beyondsoft’s comprehensive worldwide delivery and service network is built on years of deep industry experience and business process excellence. It’s supported by an international team of experts with the practical abilities, dedication and innovative spirit to help global clients to achieve and maintain the levels of operational excellence and profitability, and continuously create value for their stakeholders.

Beyondsoft (Shenzhen Stock Exchange listed, 002649) is a global IT Consulting, Solutions and Services provider. Founded in 1995 and headquartered in Beijing, China, Beyondsoft has over 30 nationwide offices, R&D bases and delivery centers, as well as facilities in United States, Japan, India, Canada and Singapore.

Relying on its strong R&D heritage and ability to innovate, Beyondsoft is now focusing on using emerging, disruptive technologies, like cloud, mobility, big data and analytics, to provide powerful solutions and products for clients in a wide range of industries including: high-tech, eCommerce, finance, automobile, retail, logistics, energy, manufacturing, healthcare, telecommunications, media & entertainment, and travel.

Beyondsoft follows rigid security measures that are in strict compliance with multi-national quality & safety standards. Beyondsoft’s management and development processes are also CMMI 3, ISO 20000, ISO9001, ISO 27001 certified.

Beyondsoft’s comprehensive worldwide delivery and service network is built on years of deep industry experience and business process excellence. It’s supported by an international team of experts with the practical abilities, dedication and innovative spirit to help global clients to achieve and maintain the levels of operational excellence and profitability, and continuously create value for their stakeholders.

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