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IT Support

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Transcosmos Malaysia Sdn Bhd Full time 5,000 - 55,000 per year

About the Role

We are seeking a Mandarin-speaking IT Support Staff to join our team supporting the China market. The ideal candidate will have strong technical troubleshooting skills, hands-on IT support experience, and the ability to communicate effectively with Mandarin-speaking clients and colleagues.

You will handle advanced technical issues, provide mentorship to Tier 1 agents, and play a key role in improving service delivery and support workflows.

Key Responsibilities

Advanced Technical Analysis

  • Conduct in-depth technical analysis to identify recurring or systemic issues.
  • Recommend and implement long-term solutions to improve service reliability.

Technical Guidance & Mentorship

  • Serve as a point of reference for Tier 1 (T1) support agents.
  • Provide coaching on troubleshooting techniques and best practices.
  • Collaborate with Tier 2 (T2) engineers to learn and share new procedures.

Complex Incident Handling

  • Support T1 agents in managing complex or high-priority incidents.
  • Independently resolve advanced issues before escalating to T2 when necessary.

Documentation & Training

  • Develop and maintain knowledge base articles, SOPs, and training materials.
  • Promote knowledge sharing and continuous learning within the support team.

Workflow Optimization

  • Analyze existing workflows and identify areas for operational improvement.
  • Propose and implement solutions to increase efficiency and service quality.

Requirements

Education & Experience

  • Minimum 3 years of experience in IT helpdesk, desktop support, or related roles.
  • Industry certifications such as MCSE, MCITP, CompTIA A+, or ITIL are preferred.
  • Proficiency in Mandarin (spoken, written, and reading) is required to support Mandarin-speaking clients.

Technical Skills

  • Strong troubleshooting skills across Windows, macOS, iOS, and Android systems.
  • Good understanding of networking and IT security fundamentals.
  • Ability to analyze, document, and resolve complex technical issues.

Soft Skills

  • Strong communication and teamwork skills.
  • Excellent time management and task prioritization abilities.
  • Commitment to meeting SLA targets and resolving issues efficiently.

Work Schedule

  • 24/7 Rotational Shift
  • 5 working days, 2 off days per week

Why Join Us?

  • Competitive salary and benefits.
  • Opportunity to work with international clients and cross-functional teams.
  • Career advancement and skill development opportunities.
  • Supportive and inclusive multicultural work environment.

Interested candidates are encouraged to apply now

Job Types: Full-time, Permanent

Pay: RM5, RM5,500.00 per month

Benefits:

  • Dental insurance
  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Language:

  • Mandarin (Required)
  • English (Preferred)

Work Location: In person