- Provide first-line technical support to our employees via the ticketing system.
- Diagnose and resolve common hardware, software, and network-related issues.
- Provide remote support across company locations and time zones using remote support tools and clear communication.
- Escalate complex technical issues to second- or third-level support when necessary.
- Support various applications and productivity tools, especially Microsoft 365 applications:
- Outlook
- Teams
- SharePoint
- OneDrive
- Assist with user account management, password resets, and access provisioning.
- Support onboarding and offboarding activities, including:
- Hardware preparation
- User account setup
- Monitor and report recurring technical issues and recommend preventive measures.
- Log, track, and prioritize incidents and service requests in the ticket management system.
- Maintain accurate documentation of incidents, troubleshooting steps, and solutions.
Experience
- Previous experience in IT Support, Help Desk, or Service Desk is required.
- Experience in an international or remote-first work environment is an advantage.
- Technical Skills
- Good knowledge of:
- Windows operating systems
- Microsoft 365 applications
- Basic networking concepts
- Advantageous certifications:
- Microsoft 365 Fundamentals (MS-900)
- Microsoft 365 Endpoint Administrator Associate (MD-102)
- Problem Solving & ITSM
- Strong troubleshooting and problem-solving skills with a customer-focused mindset.
- ITIL certification (e.g., ITIL Foundation) is an advantage.
- Familiarity with ticketing systems and IT service management (ITSM) processes.
- Communication & Work Style
- Excellent written and verbal communication skills in English.
- Ability to prioritize tasks, manage multiple requests, and work effectively in a fast-paced environment.
- Team-oriented, proactive, and eager to learn new technologies and tools.
- Administration & Security
- Basic understanding of:
- User account administration
- Access management
- Endpoint devices
- Reliable handling of confidential information.
- Security-conscious behavior and awareness of common IT security risks such as:
- Phishing
- Credential misuse
- Unauthorized access
Pay: RM5,000.00 - RM8,000.00 per month
Application Question(s):
- Do you have experience as L1 support?
Work Location: In person