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Information Technology Consultant

Salary undisclosed

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Location: 2238, Jalan Merang-Terengganu, Kampung Pantai Merang, 22100 Permaisuri. Terengganu. Malaysia

Department: IT Support

Contract: Freelance B2B 1 year contract + Extendable

Job description:

We are seeking a skilled L2 IT Support Technician to join our team. In this role, you will provide advanced technical support for hardware and software issues, ensuring timely resolution of incidents and service requests. You will work closely with the L1 support team and other IT staff to deliver exceptional customer service and maintain the integrity of our IT systems.

Key Responsibilities:
  • Respond to and resolve escalated support requests from the L1 support team.
  • Troubleshoot and diagnose hardware and software issues across various platforms.
  • Install, configure, and maintain operating systems, applications, and network devices.
  • Monitor system performance and perform regular maintenance tasks.
  • Document solutions and update knowledge base articles to enhance team efficiency.
  • Assist with user account management, including permissions and access control.
  • Collaborate with third-party vendors and IT specialists for advanced troubleshooting.
  • Provide training and guidance to L1 support staff as needed.
  • Participate in IT projects and initiatives to improve service delivery and user experience.
Qualifications:
  • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • 2+ years of experience in IT support, preferably in an L2 role.
  • Strong knowledge of operating systems (Windows, macOS, Linux) and common applications.
  • Experience with network troubleshooting (TCP/IP, DNS, DHCP).
  • Familiarity with ITIL framework and service management practices.
  • Excellent problem-solving skills and the ability to work under pressure.
  • Strong communication skills, both verbal and written, with a customer-focused approach.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals) are a plus.