Helpdesk Support

2 days ago

Bukit Jalil Kuala Lumpur, Malaysia HCL Technologies Malaysia SDN BHD Full time 40,000 - 60,000 per year

Key Responsibilities:

  • Undergo intensive training provided by HCLTech and Client on various networking technologies, including Routing & Switching, Enterprise Networking, Service Provider Networking, and Network Security.
  • Develop a foundational understanding of Cisco products and solutions as part of the Client TAC support model.
  • Actively participate in CCNA training and subsequent hands-on lab sessions to build practical networking skills.
  • Engage in rigorous Korean language and cultural training to achieve fluency and cultural competency required for effective customer interaction.
  • Assist senior engineers in troubleshooting and resolving network incidents for Korean-speaking end-customers, under guidance.
  • Document technical issues and resolutions clearly and concisely in both English and Korean.
  • Adhere strictly to Client and HCLTech's security, compliance, and operational procedures.
  • Collaborate effectively with team members across different tiers (Tier 1, 2, 3) and internal stakeholders.
  • Continuously learn and adapt to new technologies and customer requirements in a dynamic environment.

What We Are Looking For:

Technical Acumen:

  • Fresh Graduate (bachelor's degree in engineering, Computer Science, IT, or a related technical field).
  • Only candidates with less than 3 years of working experience will be considered for this position
  • Strong foundational knowledge in networking concepts, particularly Routing & Switching (e.g., OSI model, TCP/IP, basic routing protocols, switching concepts).
  • Eagerness to learn and develop expertise across multiple networking domains (Collaboration, Enterprise Networking, Service Provider Networking, Network Security).
  • Basic understanding of command-line interfaces and network troubleshooting methodologies.

Language & Cultural Proficiency (Mandatory):

  • Native or Near-Native Fluency in Korean (both written and spoken), evidenced by academic qualifications (e.g., Korean Language and Culture degree) or recognized certifications (e.g., TOPIK).
  • Demonstrated understanding of Korean business etiquette and cultural norms.
  • Excellent English communication skills (written and verbal) for internal team collaboration and technical documentation.

Soft Skills:

  • Exceptional problem-solving and analytical abilities.
  • High aptitude for learning complex technical subjects.
  • Strong interpersonal and communication skills.
  • Customer-centric mindset with a passion for delivering excellent service.
  • Ability to work effectively in a fast-paced, multi-cultural team environment.
  • Self-motivated and proactive with a strong desire for continuous self-improvement.

Training & Career Path:

Successful candidates will embark on a structured training program covering:

  • HCLTech Onboarding & Foundational Training
  • CCNA Certification Preparation & Hands-on Labs
  • In-depth Korean Language & Cultural Immersion
  • Rigorous Cisco Product-Specific Training by Client Experts
  • Mentorship and Shadowing opportunities with experienced engineers.
  • Clear progression path from Tier 1 upwards based on performance and assessment outcomes.

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