Senior IT Helpdesk

7 days ago

Petaling Jaya, Selangor, Malaysia SIMPLIFIED TECHNOLOGY (MALAYSIA) SDN BHD Full time $30,000 - $60,000 per year

Responsibilities:

  • Incident Management:

  • Receive and log incoming support requests via phone, email, or ticketing system.

  • Prioritize and categorize incidents based on severity and impact.
  • Troubleshoot common IT issues, such as password resets, software installation, and hardware malfunctions.
  • Escalate complex issues to higher-level support teams when necessary.

  • User Support:

  • Provide clear and concise explanations of technical issues to users of varying technical proficiency.

  • Assist users in navigating systems and applications.
  • Document troubleshooting steps and resolutions for future reference.

  • System Maintenance:

  • Perform routine system maintenance tasks, such as software updates, patch management, and antivirus scans.

  • Monitor system performance and identify potential issues.

  • Knowledge Base Management:

  • Contribute to and maintain a comprehensive knowledge base of troubleshooting procedures and FAQs.

  • Customer Service:

  • Interact with users in a professional and courteous manner.

  • Maintain a positive and helpful attitude.
  • Strive to resolve issues on the first contact.

  • Shift work:

  • Shift work refers to any work schedule that falls outside of the traditional 9-to-5 workday. It involves rotating shifts either from 7am-4pm, 9am-6pm and 3pm-11pm

Qualifications:

  • Technical Skills:

  • Strong understanding of computer hardware and software.

  • Proficiency in troubleshooting common IT issues.
  • Basic knowledge of operating systems (Windows, macOS, Android).
  • Experience with ticketing systems and remote support tools.

  • Soft Skills:

  • Excellent communication and interpersonal skills.

  • Ability to multitask and prioritize tasks.
  • Problem-solving and analytical skills.
  • Customer-oriented approach.

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