JB-866

Job Title : IT Support - Mandarin

Job Category Type : Customer Service/ Call Centre / BPO

Currency : Malaysian Ringgit(MYR)

Salary : MYR 5000

Country : Malaysia

State : Kuala Lumpur

Benefits : Annual Leave;Maternity leave;Paternity leave;Medical Insurance Outpatient & Inpatient;Sick leave;Hospitalization

Job Description :

Job Description:

1. Advanced Technical Analysis

• Conduct thorough technical analysis to identify recurring or systemic issues.
• Propose and contribute to long-term technical solutions and continuous process improvement initiatives.

2. Technical Guidance & Mentorship

• Serve as a subject matter expert and point of escalation for Tier 1 support agents.
• Provide hands-on guidance in technical troubleshooting and promote best practices.
• Work closely with Tier 2 engineers to learn, refine, and disseminate updated procedures.

3. Complex Incident Management

• Support Tier 1 agents in resolving complex technical issues.
• Take ownership of high-difficulty incidents, resolving them independently when possible before escalation to Tier 2.

4. Documentation & Training Support

• Assist in developing and maintaining solution documentation and internal training materials.
• Contribute to ongoing knowledge-sharing and upskilling initiatives within the Tier 1 support team.

5. Workflow Optimization

• Evaluate current support workflows and identify opportunities for improvement.
• Recommend and help implement changes to increase efficiency, quality, and service consistency.

Requirements:

1. Education & Experience

• Minimum of 3 years’ experience in helpdesk, IT support, or desktop engineering roles.
• Industry certifications such as MCSE, MCITP, CompTIA A+, or ITIL are highly desirable.
• Proficiency in speaking, reading, and writing Mandarin is required.

2. Technical Skills

• Strong troubleshooting skills across multiple platforms:
  • Windows
  • macOS
  • iOS
  • Android
• Solid understanding of networking principles and security-related concerns.

3. Collaboration & Knowledge Sharing

• Ability to guide and support Tier 1 agents by sharing best practices.
• Actively contribute to team efficiency through effective collaboration and knowledge exchange.

4. Advanced Troubleshooting & Root Cause Analysis

• Skilled in managing escalated or complex technical incidents.
• Capable of identifying recurring issue patterns and implementing proactive solutions.

5. Process Improvement

• Experienced in developing and maintaining knowledge base articles and standard operating procedures (SOPs).
• Proven ability to streamline and enhance support workflows for improved efficiency.

6. Task & Time Management

• Competent in handling complex tasks while managing multiple priorities.
• Consistently meets SLA requirements and responds promptly to critical or time-sensitive issues.

7. Work Schedule

• Flexible and adaptable to shift-based work schedules.
• Willing to address high-priority or critical issues during peak hours.

WFH Allowance :

Travel Allowance :

Shift Allowance :

Language Allowance : RM 300

KPI Allowance :

Housing Allowance :

Complexity Allowance :