IT Helpdesk Support at Confidential Company - Marketing & Digital Services Industry | Torre
IT Helpdesk Support
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Confidential Company - Marketing & Digital Services Industry

IT Helpdesk Support

Confidential Company - Marketing & Digital Services Industry
Posted by
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Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

Company

Compensation MYR4k/month
~USD979/month
Negotiable
location_on
Bangsar South, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Posted 7 months ago

Responsibilities

Job Title: L1 Application Helpdesk Support Engineer. Job Location: KL. Language: - Fluent in English and Mandarin (spoken & written). - Mandarin is a mandatory requirement. Responsibilities: - Provide first-line support for application-related issues for end-users in the North America region via phone, email, and ticketing system. - Log, categorize, prioritize, track, and resolve tickets in line with defined SLA targets. - Perform initial troubleshooting, diagnosis, and resolution for standard business applications. - Escalate complex or unresolved issues to L2/L3 application support teams or vendors in a timely manner. - Maintain accurate and detailed records of all incidents, requests, and solutions in the ticketing system. - Follow standard operating procedures (SOPs) and knowledge base articles to ensure consistent support quality. - Monitor and meet key performance indicators including response time, first contact resolution, customer satisfaction, and ticket closure rate. - Clearly communicate status, progress, and next steps to end-users with a professional service attitude. Ticketing Tools: - Hands-on experience or familiar with any of the tools ServiceNow, Landesk, Zoho MSP, Jira Service Management, Zendesk, Freshservice, Cherwell, or BMC Remedy. Application Knowledge: - Experience supporting internal business applications such as SAP, ERP. Working Hours: - 24x7 shift-based support (including night shifts). Support Scope: - Provide L1 application helpdesk support for North America users. - This role only supports application-layer issues. - Not responsible for hardware, operating system, or other EUC L1 support tasks. Requirements: - Candidate fully accepts 24x7 shift work, including night shifts and rotational shifts. - Junior Engineers with 1-2 years of experience are also encouraged to apply.
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