Helpdesk Support Engineer

5 hours ago

Johor Bahru, Johor, Malaysia ITWIN Technology Sdn Bhd Full time

A Helpdesk Support Engineer in charge of providing maintenance, technical assistance and support to

clients regarding hardware, system and network infrastrature and various IT-related issue. The primary

objective is to ensure seamless operations by troubleshooting problems, offering timely resolutions, and

maintaining user satisfaction.

Education and Experience Requirement:


• Bachelor's Degree in Computer Science/Information Technology, Engineering

(Telecommunications) or equivalent


• Proven experience in a technical support role or similar position


• Strong understanding of IT infrastructure, including hardware, software, networks, and operating systems


• Proficiency in troubleshooting common technical issues


• Excellent communication and interpersonal skills


• Ability to work independently and collaboratively in a fast-paced environment


• Customer-oriented mindset with a focus on delivering high-quality support services


• Professional certification is a plus


• Minimum 1 year working experience in maintaining and administering relevant hardware

Responsibilities:


• Respond promptly to user inquiries through various channels such as phone, email, or ticketing

system


• Diagnose and resolve technical hardware and software issues, including desktops, laptops, servers,

storages, networking devices, backup, etc


• Provide courteous and professional assistance to users, ensuring a positive support experience


• Clearly communicate technical solutions in user-friendly language to non-technical personnel


• Follow up with users to ensure issues are resolved satisfactorily and maintain high levels of user

satisfaction


• Coordinate with vendors for hardware repairs and warranty support as needed


• Provide periodical preventive maintenance to customers IT infrastructure to ensure the system and

network are in order

Working Hour:


• Monday to Friday, 8:30am – 6:00pm


• Weekend and Public Holiday on standby basis

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