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IT Support & Operations Specialists – Desktop, Console, and Shift Leaders

IT Support & Operations Specialists – Desktop, Console, and Shift Leaders

Razr CorpKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Job Title :

IT Support & Operations Specialists – Desktop, Console, and Shift Leaders

Location : Bangsar South | Full-Time | Rotating Shifts & On-Call Required

Overview

We are looking for proactive, technically skilled, and customer-focused professionals to join our IT Support & Operations team. This department plays a critical role in keeping our systems running smoothly and supporting both our end users and production environments.

We are hiring for multiple positions within this domain :

  • Desktop Engineers & Service Desk Analysts (End User Support)
  • Console Support Analysts (Monitoring & First-Level Troubleshooting)
  • Shift Leaders – SMC (Leadership in 24x7 Monitoring Operations)

1. Desktop Support & Service Desk Analysts

Key Responsibilities :

  • 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

    • Key Skills :

  • 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

    • Education & Certifications :

  • Diploma or Degree in IT / Computer Science
  • Microsoft Certified : Modern Desktop Admin, CompTIA A+ / Network+, ITIL Foundation

    • 2. Console Support Analysts – L1 Monitoring & Troubleshooting

    Key Responsibilities :

  • 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

    • Key Tools & Skills :

  • 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

    • Education :

  • Diploma or Degree in Computer Engineering / Information Technology

    • 3. Shift Leader – SMC (Service Monitoring Centre)

    Key Responsibilities :

  • 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

    • Key Skills :

  • 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

    • Experience & Education :

  • 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

    • Common Challenges

  • 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

    • Why Join Us

  • 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

    • How to Apply

    Submit your resume and indicate the role you\'re interested in :

  • Desktop / Service Desk Support
  • Console Support Analyst
  • Shift Leader – SMC

    • Only shortlisted applicants will be contacted.

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    Buat amaran kerja untuk carian ini

    It Support Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia