IT Helpdesk Support

Duties and Responsibilities:

• Provide first-line technical support to clients via phone, email, ticket, or remote assistance tools.
• Troubleshoot hardware and software issues and escalate when necessary to appropriate teams.
• Document all support interactions and resolutions accurately and promptly in the ticketing system.
• Proactively monitor user devices in HP Proactive Insight (HP-PI) to identify potential issues and address them before they impact operations.
• Monitor user devices in the Next Gen RMS dashboard in real-time to assess device health and issues.
• Install, configure, and maintain software applications and systems as required.
• Collaborate with ISP, ASPs, and principals to resolve complex technical issues.
• Assist in creating and maintaining technical documentation and knowledge base articles.
• Prepare Quarterly Business Reports for DaaS customers (every 3 months).
• Generate any necessary reports for internal teams related to HP-PI or RMS.
• Assist customers and internal teams with HP-PI and RMS account setup.
• Identify opportunities for process improvements and efficiency gains within the RMS system.
• Other ad-hoc duties and responsibilities as assigned.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience as a Service Desk technician/ IT Support or in a similar role, preferably in a remote-managed service environment.
• Strong knowledge of IT systems, networks, and infrastructure.
• Familiarity with Windows and Mac operating systems.
• Experience with remote desktop applications and help desk software (e.g., Anydesk, TeamViewer, Zendesk, etc.).
• Excellent troubleshooting skills and the ability to diagnose and resolve technical issues.
• Exceptional communication skills, both written and verbal, with a customer-oriented approach.
• Ability to work independently with minimal supervision and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Job Types: Full-time, Permanent

Pay: RM2,000.00 - RM3,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Opportunities for promotion
• Professional development

Schedule:

• Monday to Friday

Supplemental Pay:

• Overtime pay

Education:

• Bachelor's (Required)

Expected Start Date: 01/20/2025