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Jobs or company...

IT Support (Open to Sarawakian and Sabahan Only)

RM 2,700 - RM 5,000 / month
Checking job availability...
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Company Overview

We are a leading Oil and Gas company specialising in providing manpower and technical support to our clients. We are backed by more than 40 years of industry experienced and is committed to delivering excellence to our clients.

KEY RESPONSIBILITIES

a. Providing IT-managed desktop support services including timely resolution of IT

desktop related incidents.

b. Perform 1st level line IT support and troubleshooting services (for notebook, desktop,

printers, desktop applications, servers, business and technical applications,

telecommunications and network services related problems) to CLIENT.

c. To be the key team to centralize all general call logging, status tracking/follow-ups

which pertaining to business applications i.e., incident, service request and escalation

to CLIENT business app team and third-party vendors (if any) for solutions.

d. Maintain proper IT service records filing and documentation.

e. To be the point of contact for all staff of CLIENT, to address any outstanding issues

through regular performance review meetings & operational meetings that are to be

held periodically during the life cycle of the contract.

f. To escalate related issues to respective third-party supplier (e.g. hardware

manufacturers, applications vendor) and ensure that fulfillment of services to be carried

out, as part of Supplier Management Services.

g. Through the support engineers, to provide on-site troubleshooting for problem

determination, resolution and escalation of its PCs/Laptops related problems pertaining

to system setup, installation, configuration and usage.

h. To escalate problems that fall beyond the ''jurisdiction" of both the helpdesk/on-site

staff to designated representatives of CLIENT internal IT Department as well as

CLIENT outsourced vendor.

i. To update, track and monitor the status of all incidents until a proper closure of that

particular incident in the Service Desk Tool provided by CLIENT.

j. To centralize all general call logging, status tracking/follow-ups which pertaining to

CLIENT application i.e., incident, service request and escalation to CLIENT

applications team and third-party vendors (if any) for solutions.

k. Submission of helpdesk statistical and Service Level Agreement (SLA) performance

reports on weekly/monthly/yearly basis or as and when requested.

I. Assignment of Service Account Manager with ITIL certified to monitor SLA and

conduct regular meeting with designated representative from CLIENT's IT Department

to review performance of Support Engineer ("SE") and SLA.

m. To ensure service desk operation in compliance with ITIL processes.

n. On-going review of help desk log with recommendation of IT services and processes

improvement.

o. IT Facility and asset management (IT inventory maintenance) services.

p. To monitor the service level support, ensuring the committed SLA will not be

breached.

- Contract: 3 years (Extendable, based on performance)

  • EPF/SOSCO
  • Medical Claimable

Qualifications:

  • Education and Certification:
  • Diploma or Degree in Information Technology, Computer Science, or a related field.
  • ITIL Certification is mandatory.
  • Experience:
  • Minimum of 4 years of experience in an IT Helpdesk or Technical Support role.
  • Experience working in the Oil and Gas industry is highly advantageous.
  • Technical Skills:
  • Proficiency in Windows and Mac OS environments.
  • Strong knowledge of networking concepts and troubleshooting (TCP/IP, DNS, DHCP, VPN, etc.).
  • Experience with enterprise software and systems (Microsoft Office 365, Active Directory, etc.).
  • Familiarity with ITSM tools and ticketing systems.
  • Soft Skills:
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Detail-oriented and organized with a proactive approach.

*Selected Candidate will be based in Shell Malaysia Bintulu, Miri and Kota Kinabalu Office

Job Type: Contract
Contract length: 36 months

Pay: RM2,700.00 - RM5,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Professional development

Schedule:

  • Monday to Friday

Supplemental Pay:

  • Attendance bonus
  • Overtime pay

Education:

  • Diploma/Advanced Diploma (Required)

Experience:

  • IT SUPPORT: 4 years (Required)

License/Certification:

  • ITIL (Required)

Location:

  • Miri (Preferred)

Work Location: In person

Application Deadline: 03/06/2025
Expected Start Date: 06/02/2025