L1 Technical Support

21 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Neuron Solutions Sdn Bhd Full time 40,000 - 60,000 per year

As an L1 Technical Support, you'll be the first line of defense in diagnosing and resolving technical issues for TIME's network and system users. You'll handle service tickets, monitor systems through Jira, and ensure timely resolutions or escalations to L2/L3 teams. This role is ideal for those passionate about IT support, troubleshooting, and delivering excellent customer experiences in a fast-paced telecom environment.

Key Responsibilities


• Provide first-level technical support for internal and external users via Jira software/system, phone, email, or chat.


• Monitor network and system alerts and take prompt action to resolve or escalate issues.


• Log, track, and update all incidents, requests, and resolutions in Jira with accurate documentation.


• Assist in basic troubleshooting of hardware, software, and connectivity issues.


• Coordinate with L2 and engineering teams for complex or unresolved technical cases.


• Maintain service-level targets and ensure high customer satisfaction.


• Participate in shift rotations if required to support 24/7 operations.

Requirements

Junior Level (2–3 years' experience)


• Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related field.


• Minimum 2–3 years of experience in IT or technical support, preferably in telecommunications or ISP environments.


• Familiar with Jira system, ticketing tools, and troubleshooting methodologies.


• Strong communication skills and a customer-first attitude.


• Willingness to work flexible or rotational shifts.

Senior Level (5 years' experience)


• Minimum 5 years of experience in IT support or network operations.


• Proven experience handling escalations, mentoring juniors, and resolving complex technical issues.


• Strong analytical and problem-solving skills with hands-on expertise in IT/network troubleshooting.


• Experience in telecom, managed services, or enterprise infrastructure environments is an added advantage.

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