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IT Technical Support Analyst (Field Engagement Team)

IT Technical Support Analyst (Field Engagement Team)

EPF MalaysiaPetaling Jaya, Selangor, Malaysia
3 hari lalu
Penerangan pekerjaan

JOB RESPONSIBILITIES

The IT Technical Support Analyst for Endpoint User Computing (EUC) is responsible for providing s econd-line technical support to all end-users within the organization. This role focuses on the deployment, maintenance, security, and troubleshooting of all end-user devices and software, including desktops, laptops, mobile devices, and peripherals. The Analyst will ensure high levels of customer satisfaction, minimal downtime, and the integrity and security of all client-side IT assets.

JOB SCOPE

  • Technical Support & Troubleshooting

Provide timely and effective second-line technical support for all end-user issues, resolving incidents via phone, email, remote assistance, and desk-side support.

  • Diagnose, troubleshoot, and resolve complex issues related to hardware (laptops, desktops, peripherals, mobile devices), operating systems (Windows, macOS, iOS, Android), and standard and specialized software applications.
  • Monitor and oversee the implementation of preventive maintenance for computer hardware / software, ensuring that it is carried out according to the predefined schedule.
  • Provide technical support and handle complex or high-impact issues.
  • Escalate unresolved matters to appropriate IT teams whenever necessary
  • Coordinate with external vendors for hardware repairs and warranty claims as needed
  • 2.System Monitoring & Maintenance

    • Perform routine maintenance tasks like patching, updates, and backups.

  • Ensure antivirus, security patches, and updates are applied regularly.
  • Ensure that all PCs are installed with the latest software and are functioning properly
  • 3.Documentation & Guidance

    • Maintain accurate records of support requests, issues, and resolutions.

  • Create and update technical documentation, user manuals, and knowledge base articles.
  • Provide basic IT training to end-users.
  • Guide users on best practices, including security and data protection.
  • 4.Team Leadership & Supervision

    • Lead and daily operations of IT Technician in technical support team.

  • Supervise and monitor the resolution of IM / SR (Incident Management / Service Request) cases by subordinates to ensure they are resolved within the agreed SLA timeframe.
  • Plan training and overtime budgets for team members
  • Plan and manage necessary training for team members to effectively perform daily tasks.
  • Carry out tasks assigned by the supervisor from time to time.
  • Train, mentor, and evaluate Technical Support team members (IT Technician).

    • REQUIRED COMPETENCIES

    Technical Skills

  • Troubleshooting of end user computing hardware, peripheral, software, and network issues
  • Knowledge of operating systems (Windows, macOS, Linux)
  • Familiarity with enterprise tools (Office 365, Active Directory)
  • Use of ticketing and remote support systems

    • Communication & Customer Service

  • Clear, user-friendly communication
  • Patience, empathy, and service oriented

    • Teamwork & Adaptability

  • Collaborative mindset
  • Ability to handle pressure and shifting priorities
  • Ability to adapt to rapidly changing technologies and user needs
  • Proactive in learning new tools, systems, and best practices in IT support

    • Leadership & Team Management

  • Ability to lead, motivate, and mentor a team of IT technicians
  • Skilled in workload delegation, performance monitoring, and conflict resolution
  • Experience in developing staff capabilities through coaching and training

    • Analytical & Problem-Solving Skills

  • Capable of diagnosing and resolving complex technical issues efficiently
  • Ability to identify recurring problems and suggest improvements to reduce incidents
  • Proficiency in analyzing helpdesk performance data and generating actionable insights

    • Process & Compliance Awareness

  • Strong knowledge of ITIL best practices and IT governance
  • Understanding of data privacy, security compliance, and organizational IT policies
  • Ability to ensure the helpdesk operates in accordance with defined procedures and standards

    • Project & Change Management

  • Experience supporting IT projects and change initiatives from a technical perspective
  • Familiarity with project documentation and status reporting

    • JOB QUALIFICATIONS

  • Malaysian citizen.
  • Bachelor’s degree in Computer Science, Information Systems, or equivalent qualification from accredited higher learning institutions
  • Minimum of four (4) years' experience in IT Technical Support and IT field operations
  • Strong analytical skills with proficiency in Excel, Power BI, or other tools.
  • Experience in using tools such as Service Management Tools (e.g Ivanti, BMC), Procurement system and Intune are value added

    • JOB STATUS

    Permanent

    All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.

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    Buat amaran kerja untuk carian ini

    It Technical Support • Petaling Jaya, Selangor, Malaysia