Senior Helpdesk Support (IT - Software)

Bachelor's Degree / Diploma in Computer Science, Information Technology, or related field (or equivalent work experience).

Proficiency in : SQL Query

Managing Huawei Cloud, Alibaba Cloud, and AWS

Supporting IaaS, PaaS, and SaaS

Previous experience in a similar role, providing technical support for cloud-based services and platforms.

Strong problem-solving and analytical skills.

Junior Executive specialization in IT / Computer Software or equivalent.

Knowledge of DevOps practices and tools (e.g., Docker, Kubernetes, CI / CD) is advantageous.

Willingness to travel within Malaysia if required.

Willingness to work on weekends if necessary.

Mature and pleasant personality.

Excellent telephone etiquette and interpersonal skills.

Strong follow‑up abilities.

Languages : English, Mandarin / Cantonese, and Bahasa Melayu.

We are seeking candidates proficient in Mandarin / Cantonese to effectively communicate with Mandarin / Cantonese‑speaking clients.

Job Tasks :

Act as the primary point of contact for customer support, liaising between customers and internal staff for all support activities.

Assist in troubleshooting and maintaining software, including assistance with database script updates.

Diagnose and resolve complex cloud infrastructure and application‑related issues, e.g. : AWS, Huawei Cloud, and / or Alibaba Cloud.

Conduct testing as needed.

Ensure timely and within‑budget delivery of technical support.

Assist clients in optimizing their cloud infrastructure for performance, scalability, and cost‑efficiency.

Manage and oversee support phases, ensuring timely execution and resolution.

Resolve issues and risks associated with assigned support.

Coordinate internal resources and third‑party / vendor involvement for project execution.

Collaborate with project managers to identify and resolve problems.

Negotiate for resources or materials with project stakeholders.

Provide regular project status reports and updates.

Conduct internal testing on reported issues and new releases before customer deployment.

Engage in pre‑sales activities related to the products.

Prepare and update documentation for existing software / solutions.

Create and maintain comprehensive documentation, knowledge base articles, and best practices for clients and team members.

Efficiently manage and utilize the ticketing system, providing periodic reports to management.

Proactively troubleshoot issues and propose long‑term solutions

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions :

• How many years' experience do you have as a Helpdesk Support Role?
• Which of the following languages are you fluent in?
• What's your expected monthly basic salary?

Cloone Corporation was established in 2008 with a strong commitment to providing exceptional IT solutions and consulting services to businesses. With extensive research and years of experience, we have grown into a comprehensive One Stop IT Solutions Provider, offering a range of cutting‑edge services to our clients.

We specialize in four core areas, including mobile app development, paperless solutions, e‑commerce automation, and new retail solutions. Our mobile app development services are designed to help businesses harness the power of mobile technology, enabling them to engage with customers and streamline their operations.

Our paperless solutions help businesses go green by reducing paper usage and implementing digital workflows. We provide customized solutions to help our clients transition to paperless systems, improving efficiency and reducing costs.

Our e‑commerce automation services are designed to help businesses automate their online sales processes, including inventory management, order processing, and payment processing. We help businesses save time and resources by streamline​ing their e‑commerce operations.

Our new retail solutions are tailored to meet the unique needs of the retail industry. We provide customized solutions that enable retailers to optimize their operations, increase customer engagement, and drive sales.

In addition to our core services, we offer a range of other IT solutions, including website design and development and server hosting. With a commitment to innovation and excellence, Cloone Corporation is retailers’ go‑to partner for all their IT needs.

At Cloone Corporation, we are constantly growing and expanding our team of talented professionals. We are committed to hiring the best and brightest in the industry, and providing them with the resources and support they need to excel in their careers. If you are looking for a dynamic and exciting work environment, we invite you to join our team and be a part of our continued success. We welcome you to be a part of the Cloone Corporation family!

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