Provide technical support for the resolution of customer IT problems, incidents, issues, requests,
and queries. Ability to read, write, and speak in Bahasa Malaysia and English as part of the job
requirement. Liaise with other support teams or product teams as required to resolve
requests/issues on time and follow up with 3rd party software vendors and customers on end-to end coordination. Ensure proper documentation, notification, escalation, tracking, and follow-up
of all incidents and SLA met. Primary responsibilities are focused on customer inquiries and
require face-to-face meetings or calls to assist customers in troubleshooting and resolving
workplace-related issues.
Responsibilities

• Provide technical support to customers and resolve their issues, such as laptop and

desktop access issues, network, printer, and internet connectivity issues, software like
O365, mailbox, and account access-related cases.

• Provide support on simple/standard software installation allowed in the client environment

and laptop, outlook profile configuration

• Provide support on software or driver installation and uninstallation
• Set up and configure new user accounts and laptops.
• Ensure ticket response and resolution is SLA is met on a daily basis
• Follow up with customer on the cases with 3 strikes rule of thumb before resolving the case
• Require performing outbound calls to the customer when required to understand customer

issues

• Attend incidents, task, issues, and request raised in Bahasa Indonesia and Malaysia,

coordinate with the L2 offshore team until customer issues get resolve
Provide daily reporting at the requested timing to the supervisor on the task work on,
pending ticket and the KPI/SLA achieved

• Monitor and attend issue raise by user via walk in/email or calls
• Creating, maintaining, and updating IT documentation and knowledge base.
• Assist with network and connectivity issues.
• Coordinate with other IT team members to resolve complex issues.
• Assist with IT projects and initiatives as needed.
• Ensure compliance with company IT policies and procedures.
• Provide support for remote users.
• Assist with the setup and support of audio-visual equipment for meetings and

presentations.

• Document all support activities and resolutions.
• Participate in on-call support rotation as needed.
• Communicating with vendors for support and maintenance of equipment and software.
• Create new IDs for the new joiners and terminate IDs based on the client's request as per

the SLA. (Tool: AD Manager, AZURE, etc.)

• Weekly and Monthly Reporting preparation and send to the lead.
• Continuously improve service delivery processes and contribute to the development of

best practices
Job Type: Full-time
Pay: RM3,000.00 - RM5,000.00 per month