IT Support & Operations Specialists – Desktop, Console, and Shift Leaders
- Kuala Lumpur
- Permanent
- Full-time
- Desktop Engineers & Service Desk Analysts (End User Support)
- Console Support Analysts (Monitoring & First-Level Troubleshooting)
- Shift Leaders – SMC (Leadership in 24x7 Monitoring Operations)
- Install, configure, and maintain desktops, laptops, printers, and peripherals
- Troubleshoot hardware/software issues (onsite & remote)
- Support Windows/Mac OS, Microsoft Office 365, enterprise applications
- Perform system imaging, hardware refresh, software updates, and patching
- Manage user access and permissions using Active Directory
- Provide basic network support (LAN, Wi-Fi, VPN)
- Handle incidents and requests via ITSM tools (e.g., ServiceNow, Helix, OpenText)
- Maintain IT asset inventory and perform audits
- Support video conferencing tools (Teams, Zoom, etc.)
- Document solutions and contribute to knowledge base
- Proficient in Windows/Mac environments, AD, Office 365
- Familiarity with SCCM, MDT, and remote support tools
- Excellent communication and multitasking skills
- Fluent in English, Mandarin, and Cantonese
- 2–4 years’ experience in desktop or IT technical support
- Diploma or Degree in IT/Computer Science
- Microsoft Certified: Modern Desktop Admin, CompTIA A+/Network+, ITIL Foundation
- Perform L1 monitoring of systems (Linux/Windows/WebLogic/Storage/Network/Database)
- Execute first-level troubleshooting using SOPs and tools
- Escalate issues to L2/L3/L4 support when needed
- Monitor batch jobs and backups (rerun, update, report)
- Perform daily health checks and report tool issues
- Assist in change execution and service requests
- Prepare reports: daily, weekly, monthly, ad-hoc
- Collaborate with team for shift handover and communication
- Monitoring Tools: SolarWinds, NagiosXI, Dynatrace, ScienceLogic, BMC Patrol
- ITSM Tools: ServiceNow, Helix, Remedy
- Backup Tools: Veeam, Veritas, VMware
- Batch Scheduling: Control-M or equivalent
- Strong communication, multitasking, and documentation discipline
- Fluent in English, Cantonese, and Mandarin
- 2–3 years of experience in IT monitoring/support
- Diploma or Degree in Computer Engineering / Information Technology
- Lead a team of L1 console support analysts in a 24x7 environment
- Plan shift rosters, handle leave scheduling, and manage on-call resources
- Ensure smooth monitoring, incident handling, and escalation processes
- Act as escalation point for first-level issues
- Manage SOP documentation, training, and readiness of new joiners
- Oversee execution of change/service requests
- Perform and review daily/weekly/monthly/ad-hoc reporting
- Leadership and team coordination experience
- In-depth understanding of system/app monitoring (SolarWinds, Sitescope, Nagios, Dynatrace, etc.)
- Familiar with Linux, Windows, WebLogic, Storage, Network environments
- Strong analytical, communication, and documentation skills
- Willingness to be on standby and work rotational shifts
- 3–4 years in IT monitoring/data centre ops or team lead roles
- Diploma or Degree in IT/Computer Engineering
- Familiarity with Control-M, ServiceNow, BigFix is a plus
- Supporting diverse technologies (hardware, OS, network, applications)
- High expectations for rapid response and uptime
- Balancing on-site and remote support
- Strict adherence to security, compliance, and documentation
- Managing rotational shifts and escalations under pressure
- Coordinating with vendors and internal stakeholders
- Be part of a mission-critical IT operations team
- Work with advanced monitoring tools and enterprise IT systems
- Gain exposure to a wide variety of technologies and platforms
- Develop leadership, reporting, and escalation management skills
- Collaborative, multicultural environment with opportunities for career progression
- Desktop/Service Desk Support
- Console Support Analyst
- Shift Leader – SMC