IT Support Executive

2 days ago

Petaling Jaya, Selangor, Malaysia Qi Group Full time 40,000 - 60,000 per year

We're looking for a proactive and service-oriented
IT Support Executive
to join our growing team. You'll be the first point of contact for end users, providing hands-on and remote support, resolving technical issues, and ensuring seamless daily IT operations across the organization.

Key Responsibilities

  • Frontline Support:
    Serve as the initial point of contact for all Level 1 incidents and requests. Provide both face-to-face and remote technical assistance to end users.
  • Troubleshooting:
    Diagnose and resolve common hardware, software, and access-related issues using predefined procedures and knowledge bases.
  • Service Desk Operations:
    Manage and monitor tickets through the
    Freshservice
    system, ensuring timely resolution and adherence to SLAs.
  • Asset & Access Management:
    Support the deployment, configuration, and maintenance of IT assets and peripherals. Administer user accounts and access permissions.
  • Escalation & Coordination:
    Escalate complex issues to Tier 2/3 teams and coordinate with vendors for resolution when needed.
  • Event & Meeting Support:
    Provide technical assistance during internal events and meetings.
  • Documentation & Reporting:
    Maintain updated knowledge articles, SOPs, and assist in generating reports and trend analyses to improve service delivery.
  • Support IT Team Leads and Managers in daily operations.
  • Contribute to Problem and Change Management processes.
  • Track, prioritize, and follow up on service requests.
  • Identify and implement opportunities for service improvement.

Requirements

  • Diploma or Bachelor's degree in
    Computer Science
    ,
    Information Technology
    , or a related field.
  • Minimum
    2 years' experience
    in IT support (Tier 1 or 1.5 level).
  • Proficiency in
    Windows
    ,
    macOS
    , hardware/software troubleshooting, and IT infrastructure basics.
  • Experience with ticketing systems such as
    Freshservice
    ,
    ServiceNow
    , or similar tools.
  • Strong understanding of access management and incident resolution workflows.
  • Excellent communication, organizational, and customer service skills.
  • Relevant certifications (e.g.
    ITIL
    ,
    A+
    ,
    N+
    ,
    MCSA/MCSE
    ,
    CCNA
    ,
    AZ-900
    ) are an advantage.
  • Independent, results-driven, and committed to continuous improvement.

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