POSITION TITLE/DIVISION: Technical Support
REPORTING TO: Technical Support Executive
LOCATION: HQ in Puchong (Candidate will be based in Genting Highlands)
WORK HOURS: 8:30 AM - 5:30 PM
EMPLOYMENT TENURE: 1 year (Renewable and convert to permanent based on performance and availability)

OVERVIEW
The IT Technical Support Specialist plays a vital role in ensuring the smooth operation of computer systems and networks while providing assistance to end-users. This position involves diagnosing and resolving technical issues, maintaining hardware and software, and offering user support to enhance overall technology experience within the organization.

RESPONSIBILITIES

• Understand the overall technical support ticketing process and procedures.
• Manage and complete technical tasks and assignments according to the ticketing system.
• Track ticket status and ensure compliance with Service Level Agreements (SLAs).
• Prepare and submit daily and detailed technical support reports to customers.
• Provide timely updates in daily and weekly status reports as required by supervisors or managers.
• Perform technical fault identification and troubleshooting.
• Contribute to root cause analysis, issue rectification, and solution implementation.
• Provide on-call technical support on a rotational basis.
• Conduct site visits to gather information for the Engineering team to assist in solution development and proposal preparation.
• Perform scheduled preventive maintenance services and complete related checklists and reports promptly.
• Handle any additional tasks assigned by superiors.
  
• Offer frontline support to end-users by troubleshooting and resolving technical issues.
• Respond to support tickets and calls efficiently and in a timely manner.
• Document and track technical issues systematically to streamline problem resolution.
• Demonstrate a strong understanding of networking concepts and protocols.
• Possess knowledge of hardware components and troubleshooting techniques.
• Prioritize and manage multiple tasks efficiently to meet SLAs.
  

REQUIREMENTS

• 1-2 years of relevant working experience.
• Minimum Diploma in IT, Computer Science, Electrical, Electronics, or equivalent field.
• Strong interpersonal and communication skills (fluent in English and Bahasa Malaysia).
• Technical proficiency in:
  Hardware and software troubleshooting
  Remote support tools
  Hardware and software installation
  Microsoft Office applications
  Knowledge base utilization
• Willingness to work extended hours, including public holidays and weekends, as needed.
• Possession of own transport and willingness to travel outstation when required.
• CIDB Green Card or NIOSH TNB Pass is an added advantage.
• Basic knowledge or experience in CCTV systems and access control is a plus.
• A valid Wireman PW4 or PW2 certificate from Suruhanjaya Tenaga (ST) is an added advantage.