IT Helpdesk Support Specialist

3 days ago

Bayan Lepas, Malaysia FIBS Logistics Full time

Job Functions:

- Providing prompt and efficient remote L1/L2 helpdesk responses to assist company users' queries made through IT helpdesk system.
- Carry out remote troubleshooting, diagnosis, and configuration changes for systems, networks, and software.
- Able to recognise problems, assign incidents, and escalate situations that need immediate attention.
- Update and monitor IT infrastructure and software, installations, relocations, revisions, and site preparation work across offices. Responsible for asset and inventory management.
- Management of service requests: hardware requests, user setups, moves, additions, and modifications.
- Ensure case data and case comments are accurate and complete at all times.
- In-charge of onboarding/offboarding of all IT systems and End User Computing services
- Utilize Remote and Diagnostics tools as needed to assist users in basic troubleshooting.
- Troubleshooting and relating resolution procedures to non-technical end
- users,
- Analytical, articulate, results-oriented and can provide excellent follow-up.
- Perform timely workstation hardware and software upgrades as required.
- Provide user training as and when required
- Ad hoc tasks and project management as determined by Regional IT Manager

Job Requirements:

- Graduate of Information Technology and/or other related courses/diploma/ degree.
- Prior L1 remote support expertise, including software deployment, diagnosis, and troubleshooting, would be valued as a distinct advantage.
- Good knowledge of Microsoft solutions e.g., Microsoft 365, package, MS windows client, OneDrive, SharePoint.
- Good understanding of computer systems, networking, and other tech products e.g., LAN & Wi-Fi solutions, firewall, backup, antivirus server and storage
- Possesses understanding and technical ability for Computers, Hardware, and Software Troubleshooting
- Exhibit a strong capacity for information gathering, analysis, and problem-solving.
- Customer service oriented and good team player
- Excellent interpersonal, communication, organisational, and professional interfacing abilities with a variety of users and personnel within the company
- Strong time management abilities, including the capacity to prioritise tasks, multitask, and work well in a team atmosphere that is fluid, dynamic and fast-paced
- Strong written and verbal English communication skills.
- Other languages such as Bahasa Malaysia, Mandarin, Cantonese, Tamil, or Thai will have an added advantage.

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