Help Desk and IT Support

3 days ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Boon Group (Malaysia) Sdn Bhd Full time 45,000 - 60,000 per year

Boon Group (Malaysia) Sdn Bhd is a consulting company providing end-to-end data analytics, data integration and process automation solutions.

Our professional consulting and support team has extensive background in business analytics and ERP systems across different industries.

We are seeking an experienced and motivated Help Desk and IT Support person to join our rapidly growing international team.

This role includes participation in an on-call support to address urgent IT issues outside of standard business hours. Allowances will be provided for all on-call duties in accordance with company policy.

This full time position is based in Kuala Lumpur, Malaysia.

Responsibilities:

  • Participate in 24/7 support coverage, including monitoring systems and addressing critical issues outside of regular business hours
  • Manage incoming support tickets through JIRA, ensuring timely resolution and excellent customer satisfaction.
  • Provide exceptional customer service
  • Create and assign tickets to team members, facilitating collaborative problem-solving
  • Provide technical support to end-users, troubleshooting hardware and software issues
  • Monitor systems and network performance, responding to alerts to ensure high availability and performance.
  • Assist in maintaining and updating asset management records for hardware and software inventory
  • Collaborate with cross-functional teams to escalate and resolve complex technical issues
  • Create and maintain documentation for troubleshooting procedures and knowledge base articles
  • Identify areas for improvement in current processes and provide recommendations for enhancement to optimise support operations
  • Assist in training new team members and providing ongoing training for existing staff on new technologies and support procedures
  • Ensure adherence to security protocols and participate in security awareness training to safeguard company information

Requirements:

  • Relevant IT certification
  • Bachelor's degree in related field, or equivalent work experience
  • Availability to work on-call and participate in 24/7, addressing urgent tasks outside of regular business hours when necessary
  • Availability to work on-call, addressing urgent tasks outside of regular business hours when necessary
  • Strong verbal and written communication skills in English
  • Background in a technical support or IT role
  • Experience with Jira or similar ticketing system, including creating and assigning tickets for team members
  • Ability to convey technical information to non-technical users
  • Basic understanding of IT concepts, including hardware, software, networking, and troubleshooting
  • Demonstrated ability to create and maintain documentation for troubleshooting procedures and knowledge base articles
  • Effective collaboration with cross-functional teams
  • Ability to leverage search engines and/or AI technologies to assist with researching and resolving issues

To apply, please submit your RESUME and a COVER LETTER outlining your relevant experience.

Boon Group does not accept unsolicited CV's from recruitment agents and is only considering direct applications.

To find out more about Boon Group, visit

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