IT Helpdesk Analyst / Specialist

We are looking for a competent IT Helpdesk technician to provide fast and useful IT technical assistance on computers and systems.

An excellent Helpdesk technician must have good IT technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Helpdesk technician must also be customer-oriented and patient to deal with any type of internal customers.

The goal is to create value for internal customers that will help preserve the companys daily operation and business.

DUTIES & RESPONSIBILITIES

• Serving as the first point of contact for internal customers seeking IT technical assistance over the phone or email.

Performing remote troubleshooting through diagnostic techniques and pertinent questions.

• Determining the best solution based on the IT issue and details provided by internal customers. Walk them through the problem-solving process.

Ensure internal customer satisfaction by providing preventive maintenance, troubleshooting and quickly resolving complex problems.

• Direct unresolved issues to the next level of support personnel.

Strong communication skills to operate with Cross-functional IT colleagues within country and multi-regional team as a One IT organization.

• Resolve complex problem management issues by investigating and devising solutions for systems and operations. May include Server Administration, System Installation and Configuration, Network Operations and Configuration, Backup and Recovery, Software and Hardware Troubleshooting in accordance with Service Level Agreements.

Interact with IT infrastructure, network services, software systems engineering and applications development in order to restore availability of services and identify root cause of complex problems. Follow-up and escalate these problems according to system criticality.

• Identify and suggest possible improvements on procedures.

Education

Diploma or Bachelors degree in IT/Engineering or equivalent field, or equivalent work experience.

Requirements

• Minimum 2 years of relevant experience IT Operations, IT Infrastructure or IT service delivery supporting end users and providing site level support for other IT functional teams.

Good understanding of computer systems, mobile devices and other tech products.

• Primarily operates on Microsoft (MS) Windows, MS Windows Server, HP/DELL Hardware and Network equipment, FortiGate Firewall, Carbon Black and MS Defender Anti-virus, MS Intune.

Good knowledge and experience in supporting Microsoft (MS) 365, including MS Exchange, MS Teams Communication, MS SharePoint and MS Office.

• Ability to diagnose and resolve basic technical issues independently via remote desktop (TeamViewer) or onsite.

Quality and Security driven, Detail oriented in the execution of procedures.

• Good Team player, who shares problems and solutions, pro-actively offers to help others.

IT operation support via IT Ticketing system and managing IT Inventory system.

• Proficiency in English and excellent communication skills. Positive about the people around you; Passionate about what your job is.

Job Type: Full-time

Pay: RM2,

• 00 - RM4,500.00 per month
  
  Benefits:
• Gym membership

Opportunities for promotion

• Professional development

Schedule:

• Monday to Friday

Supplemental Pay:

• Performance bonus

Ability to commute/relocate:

• Bandar Baru Bangi: Reliably commute or planning to relocate before starting work (Required)

Education:

• Diploma/Advanced Diploma (Required)

Experience:

IT Support: 1 year (Required)