IT Support

Job Title:

IT Support & Operations Specialists – Desktop, Console, and Shift Leaders

Location: Bangsar South | Full-Time | Rotating Shifts & On-Call Required

Overview

We are looking for proactive, technically skilled, and customer-focused professionals to join our IT Support & Operations team. This department plays a critical role in keeping our systems running smoothly and supporting both our end users and production environments.

We are hiring for multiple positions within this domain:

• Desktop Engineers & Service Desk Analysts (End User Support)
  
• Console Support Analysts (Monitoring & First-Level Troubleshooting)
  
• Shift Leaders – SMC (Leadership in 24x7 Monitoring Operations)
  

1. Desktop Support & Service Desk Analysts

Key Responsibilities:

• Install, configure, and maintain desktops, laptops, printers, and peripherals
  
• Troubleshoot hardware/software issues (onsite & remote)
  
• Support Windows/Mac OS, Microsoft Office 365, enterprise applications
  
• Perform system imaging, hardware refresh, software updates, and patching
  
• Manage user access and permissions using Active Directory
  
• Provide basic network support (LAN, Wi-Fi, VPN)
  
• Handle incidents and requests via ITSM tools (e.g., ServiceNow, Helix, OpenText)
  
• Maintain IT asset inventory and perform audits
  
• Support video conferencing tools (Teams, Zoom, etc.)
  
• Document solutions and contribute to knowledge base
  

Key Skills:

• Proficient in Windows/Mac environments, AD, Office 365
  
• Familiarity with SCCM, MDT, and remote support tools
  
• Excellent communication and multitasking skills
  
• Fluent in English, Mandarin, and Cantonese
  
• 2–4 years' experience in desktop or IT technical support
  

Education & Certifications:

• Diploma or Degree in IT/Computer Science
  
• Microsoft Certified: Modern Desktop Admin, CompTIA A+/Network+, ITIL Foundation
  

2. Console Support Analysts – L1 Monitoring & Troubleshooting

Key Responsibilities:

• Perform L1 monitoring of systems (Linux/Windows/WebLogic/Storage/Network/Database)
  
• Execute first-level troubleshooting using SOPs and tools
  
• Escalate issues to L2/L3/L4 support when needed
  
• Monitor batch jobs and backups (rerun, update, report)
  
• Perform daily health checks and report tool issues
  
• Assist in change execution and service requests
  
• Prepare reports: daily, weekly, monthly, ad-hoc
  
• Collaborate with team for shift handover and communication
  

Key Tools & Skills:

• Monitoring Tools: SolarWinds, NagiosXI, Dynatrace, ScienceLogic, BMC Patrol
  
• ITSM Tools: ServiceNow, Helix, Remedy
  
• Backup Tools: Veeam, Veritas, VMware
  
• Batch Scheduling: Control-M or equivalent
  
• Strong communication, multitasking, and documentation discipline
  
• Fluent in English, Cantonese, and Mandarin
  
• 2–3 years of experience in IT monitoring/support
  

Education:

• Diploma or Degree in Computer Engineering / Information Technology
  

3. Shift Leader – SMC (Service Monitoring Centre)

Key Responsibilities:

• Lead a team of L1 console support analysts in a 24x7 environment
  
• Plan shift rosters, handle leave scheduling, and manage on-call resources
  
• Ensure smooth monitoring, incident handling, and escalation processes
  
• Act as escalation point for first-level issues
  
• Manage SOP documentation, training, and readiness of new joiners
  
• Oversee execution of change/service requests
  
• Perform and review daily/weekly/monthly/ad-hoc reporting
  

Key Skills:

• Leadership and team coordination experience
  
• In-depth understanding of system/app monitoring (SolarWinds, Sitescope, Nagios, Dynatrace, etc.)
  
• Familiar with Linux, Windows, WebLogic, Storage, Network environments
  
• Strong analytical, communication, and documentation skills
  
• Willingness to be on standby and work rotational shifts
  

Experience & Education:

• 3–4 years in IT monitoring/data centre ops or team lead roles
  
• Diploma or Degree in IT/Computer Engineering
  
• Familiarity with Control-M, ServiceNow, BigFix is a plus
  

Common Challenges

• Supporting diverse technologies (hardware, OS, network, applications)
  
• High expectations for rapid response and uptime
  
• Balancing on-site and remote support
  
• Strict adherence to security, compliance, and documentation
  
• Managing rotational shifts and escalations under pressure
  
• Coordinating with vendors and internal stakeholders
  

Why Join Us

• Be part of a mission-critical IT operations team
  
• Work with advanced monitoring tools and enterprise IT systems
  
• Gain exposure to a wide variety of technologies and platforms
  
• Develop leadership, reporting, and escalation management skills
  
• Collaborative, multicultural environment with opportunities for career progression
  

How to Apply

Submit your resume and indicate the role you're interested in:

• Desktop/Service Desk Support
  
• Console Support Analyst
  
• Shift Leader – SMC
  

Only shortlisted applicants will be contacted.