Information Technology Support Specialist

4 days ago

Subang Jaya Selangor, Malaysia KTek Resourcing Full time

Job Title: IT Support Specialist—L2 Support

Location: Subang, Selangor, Malaysia—Onsite role

Experience Level: 5+ years

Job Type: Full-Time (No sponsorship required)

Job Description:

Overview:

  • The Level 2 Onsite IT Support Specialist is responsible for providing advanced
  • technical support, troubleshooting, and hands-on assistance within an organization's
  • physical locations. Operate under the guidance of supervisor and as per the SOPs.
  • Instructions and supervision provided. A key focus of this role includes expertise in
  • Operating System (OS) imaging and deployment. This position serves as an
  • escalation point for Level 1 support and ensures reliable, secure, and efficient IT
  • operations. Provide on-site support as per the requirement by L3 at critical instances
  • over the phone call, online collaboration tools, etc.

Key Responsibilities:

  • Provide on-site technical support for desktops, laptops, printers, and other end-user devices.
  • Troubleshoot, diagnose, and resolve hardware and software issues escalated from Level 1 support.
  • Perform OS imaging, deployment, and re-imaging of devices using industry tools (e.g., Microsoft MDT, SCCM, Intune etc.). Provide break/fix support for desktops, laptops, and peripherals as requested.
  • Maintain and update standardized OS images as per organizational requirements.
  • Troubleshoot Windows OS, hardware, and enterprise applications. Reinstall/configure applications as needed.
  • Coordinate with third-party vendors for escalations and hardware replacements
  • Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.).
  • Ensure devices are up to date with security patches, drivers, and approved software.
  • Support user account management (Active Directory, Azure etc.)
  • Conduct site visits for asset management, network troubleshooting, and infrastructure checks.
  • Document incident resolutions and contribute to knowledge base articles for future reference.
  • Collaborate with network, server, and security teams for complex issue resolution.
  • Maintain compliance with organizational IT policies and data protection standards.

Required Skills & Qualifications

  • Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 4+ years in a technical support role, OS Imaging support, User administration
  • Proficient in Windows. Proficient with macOS environment will be added advantage
  • Deep knowledge of OS deployment tools and methodologies.
  • Familiarity with Active Directory, Azure, Intune, basic networking concepts, and remote support tools.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Excellent communication, customer service, and interpersonal abilities.

Preferred Certifications (Optional but valued)

  • CompTIA A+, Network+, or equivalent.
  • Microsoft Certified: Modern Desktop Administrator Associate (or similar).
  • ITIL Foundation.

Reporting & Work Environment

  • Reports to: IT Services Manager or Onsite IT Lead.
  • Work Location: Primarily physically onsite, may require travel between company offices/campuses.
  • Occasional after-hours support for major deployments or urgent issues.

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