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Jobs or company...
K

IT Technical Support Specialist

RM 1,526 - RM 6,566 / month
Checking job availability...
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Technical Support Specialist

ABOUT US

Kesatria Awan Sdn Bhd (KAWAN) is Malaysia's premier IT solutions provider delivering enterprise-grade managed services with the personal touch of a dedicated ally. Our company name "Kesatria Awan" (Cloud Knights) and our motto "KAWAN - Your IT Ally" reflect our dual commitment: cutting-edge expertise and unwavering partnership. We specialize in comprehensive IT managed services, cloud solutions, cybersecurity, and AI-driven development.

POSITION OVERVIEW

We are seeking a skilled and customer-focused Technical Support Specialist to join our growing team. In this role, you will be the frontline technical resource for our clients, providing exceptional IT support while embodying our commitment to being a true technology ally. You will diagnose and resolve technical issues, implement solutions, and ensure our clients receive timely and effective support that exceeds their expectations.

Fresh graduates with strong technical aptitude and passion for customer service are encouraged to apply. We offer comprehensive training and mentorship to help you build your IT career.

LOCATION

Kuala Lumpur, Malaysia (Hybrid work arrangement available)

REPORTING RELATIONSHIP

Reports to: Technical Support Team Lead

KEY RESPONSIBILITIES
Client Support

  • Serve as the first point of contact for client technical issues through phone, email, chat, and ticketing systems
  • Diagnose and resolve a wide range of technical problems with hardware, software, networks, and systems
  • Follow established support procedures while demonstrating critical thinking to address unique client needs
  • Manage support tickets according to priority levels and SLAs
  • Escalate complex issues to appropriate specialized teams when necessary
  • Document all support interactions thoroughly in the service management system

Technical Operations

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Configure, install, and update hardware and software systems as required
  • Execute scheduled maintenance tasks and system updates
  • Monitor system performance and implement preventative measures
  • Identify and document recurring issues to facilitate permanent resolutions
  • Contribute to the development of technical documentation and knowledge base articles

Client Relationship Management

  • Build trust and rapport with clients through professional, empathetic communication
  • Educate clients on basic troubleshooting steps and best practices
  • Provide clear, jargon-free explanations of technical concepts to non-technical users
  • Follow up with clients to ensure complete satisfaction with issue resolution
  • Identify opportunities for service improvements or additional client needs
  • Embody KAWAN's "Your IT Ally" philosophy in every client interaction

Professional Development

  • Stay current with emerging technologies and support methodologies
  • Complete required certifications and training programs
  • Participate in knowledge sharing sessions and team meetings
  • Contribute to continuous improvement initiatives
  • Mentor junior team members as appropriate

REQUIRED QUALIFICATIONS

Education & Experience

  • Diploma/Bachelor's degree in Computer Science, Information Technology, or related field
  • For experienced candidates: Minimum 2 years of experience in technical support or help desk roles
  • For fresh graduates: Strong academic performance, relevant projects, or internship experience
  • Basic understanding of ticketing systems and remote support tools
  • Familiarity with Windows and Linux operating systems
  • Basic knowledge of networking concepts

Technical Skills

  • Fundamental understanding of IT infrastructure components (hardware, software, networks)
  • Proficiency with Microsoft Office 365 applications
  • Basic troubleshooting skills for common computer issues
  • Willingness to learn remote monitoring and management tools
  • Familiarity with common business applications and productivity software
  • Interest in cybersecurity principles and best practices
  • Eagerness to learn about cloud services (AWS, Azure, Google Cloud)

Personal Attributes

  • Exceptional communication skills in English and Bahasa Malaysia (additional languages a plus)
  • Strong customer service orientation with patient, empathetic approach
  • Problem-solving abilities and analytical thinking
  • Ability to explain technical concepts in non-technical terms
  • Good time management skills
  • Team player with the ability to work independently when required
  • Strong learning aptitude and enthusiasm for new technologies
  • Resilience under pressure and ability to maintain composure in challenging situations

PREFERRED QUALIFICATIONS

  • CompTIA A+, Network+, or Security+ certification (or interest in pursuing these)
  • Microsoft certified professional credentials (or interest in pursuing these)
  • Experience with help desk or customer service roles
  • Exposure to enterprise-level technology environments
  • Curiosity about AI technologies and their applications
  • Familiarity with service desk platforms (ServiceNow, Jira Service Management, etc.)
  • Interest in scripting languages (PowerShell, Python, Bash)

FRESH GRADUATE PROGRAM HIGHLIGHTS

  • Structured onboarding and training program
  • Assigned mentor for guidance and support
  • Regular performance feedback and career development discussions
  • Technical certification sponsorship
  • Clear progression path with defined milestones
  • Exposure to various technology domains
  • Opportunity to participate in cross-functional projects

WORKING CONDITIONS

  • Standard office environment with the option for hybrid work arrangements
  • May require occasional after-hours support or on-call rotation
  • Potential for occasional travel to client sites within Malaysia

WHAT WE OFFER

  • Competitive salary package with performance incentives
  • Comprehensive medical and health benefits
  • Professional development opportunities and certification support
  • Career advancement pathways
  • Collaborative, innovative work environment
  • Work with cutting-edge technologies including AI-driven solutions
  • Opportunity to make a meaningful impact on diverse client businesses

TO APPLY

Qualified candidates and fresh graduates should submit a resume and cover letter highlighting relevant experience, academic projects, or coursework to [email protected] with the subject line "Technical Support Specialist Application - [Your Name]".

KAWAN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We believe in nurturing talent and providing growth opportunities for those at all career stages, including fresh graduates eager to build their careers in the technology industry.

KAWAN - Your IT Ally

Job Types: Full-time, Permanent, Contract, Freelance, Internship, Fresh graduate, Student job
Contract length: 3 months

Pay: RM1,526.95 - RM6,566.45 per month

Benefits:

  • Additional leave
  • Company car
  • Free parking
  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Parental leave
  • Professional development

Schedule:

  • Monday to Friday
  • Rotational shift

Supplemental Pay:

  • Attendance bonus
  • Commission pay
  • Overtime pay
  • Performance bonus

Work Location: In person