IT Support Specialist

2 days ago


Kuala Selangor, Selangor, Malaysia Quantum Full time

You're joining Quantum, a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information team plays a crucial role in the success of our organization, and you've got a passion for ensuring both our business and customers are protected by creating and improving world-class programs and products.

Job Responsibilities:

  1. Provide remote technical assistance via phone, chat, or email to ensure seamless support for customers.
  2. Diagnose and resolve complex technical hardware and software issues efficiently.
  3. Utilize available information resources to research questions and provide expert advice.
  4. Advise customers on appropriate actions to take during technical difficulties.
  5. Follow standard help desk procedures to maintain high-quality service standards.
  6. Log all help desk interactions to track progress and resolution.
  7. Ensure complete resolution of issues through follow-up with customers.
  8. Redirect problems to correct resources to prevent escalations.
  9. Identify and escalate situations requiring urgent attention to ensure timely resolutions.
  10. Track and route problems and requests, documenting resolutions for future reference.
  11. Inform management of recurring problems to facilitate proactive solutions.
  12. Stay current with system information, changes, and updates to deliver cutting-edge support.
  13. Contribute to maintaining accurate records of IT assets, including hardware, software licenses, and peripherals.
  14. Demonstrate exceptional communication and customer service skills while maintaining a courteous and professional demeanor.
  15. Effectively troubleshoot and resolve technical issues in a professional manner.
  16. Support the maintenance of training manuals for new and revised software and hardware.
  17. Train computer users as necessary to enhance their technical skills.
  18. Participate in rotating on-call schedules to ensure 24/7 support coverage.
  19. Foster strong relationships with customers through effective communication and issue resolution.
  20. Possess experience using helpdesk ticketing systems to streamline support processes.
  21. Knowledge of networking, backup, and data communication systems and procedures is essential.
  22. Strong verbal and written communication skills are vital for success in this role.
  23. Able to understand software and hardware applications as applied to the Help Desk position.
  24. Familiarity with the technologies and systems used by Quantum, particularly Microsoft Operating Systems and software, is highly beneficial.
  25. Experience using M365 is a plus, but not required.


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