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On-site Helpdesk Support Technician

2 weeks ago

Kulim, Malaysia Mesiniaga Berhad Full time

Scope of work:
1. Technical Support:

- Respond to user inquiries regarding hardware, software, and network issues.

2. Incident Management:

- Record and track all incidents and service requests in the ticketing system.
- Monitor open tickets to ensure timely resolution and follow-up on escalated issues.

3. User Access Management:

- Assist with password resets and user account management.
- Support with setting up and maintaining user access permissions to systems and networks.

4. System Monitoring:

- Monitor system alerts and logs for issues related to performance or security.
- Respond to and resolve minor technical glitches or escalate major problems to Level 2 support.

5. Knowledgebase Maintenance:

- Update the helpdesk knowledge base with resolutions to common issues and FAQs to help end-users solve problems on their own.

6. Communication:

- Communicate effectively with end-users to gather information, provide updates on issue resolution, and explain technical problems in an understandable manner.

7. Escalation:

- Escalate unresolved or complex issues to Level 2 or Level 3 support based on predefined protocols.

8. Relocation and Installation:

- Relocate, set up, and install desktops, notebooks, printers, and other IT equipment.
- Use a trolley and climb stairs up to 10 feet high to install and remove faulty TVs.

9. Software Management:

- Install, remove, and analyze in-house/license software and operating systems.
- Monitor licenses, especially subscription software, regularly.

10. Training:

- Train users on the general features and usage of computer and IT equipment.

11. Inventory Management:

- Manage computer and peripherals inventory.
- Monitor hardware spare part minimum quantities and coordinate with purchasing to obtain quotations when spare parts fall below the minimum quantity.

12. Housekeeping:

- Regularly perform housekeeping in the helpdesk workbench, network and cable areas, office, and production environment.

13. Environmental Compliance:

- Follow and comply with procedures or measures stipulated in the SilTerra Environmental Management System.
- Ensure all Environmental, Safety & Health Programs are reviewed and implemented in accordance with the requirements of the SilTerra Environmental, Health & Safety Management System.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: From RM2,500.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- Overtime pay

Work Location: In person

Expected Start Date: 07/15/2025