IT Helpdesk Support communicates effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business. Job Responsibilities: -Serve as the first point of contact for customers seeking technical assistance over the phone or email -Handle all incidents and request by escalating tickets to the right channel -Perform remote troubleshooting through diagnostic techniques and pertinent questions -Monitor RMM and Monitoring platforms as support tools at 24/7 -Determine the best solution based on the issue and details provided by customers -Walk the customer through the problem-solving process -Direct unresolved issues to the next level of support personnel -Provide accurate information on IT products or services -Record events and problems and their resolution in logs -Follow-up and update customer status and information -Pass on any feedback or suggestions by customers to the appropriate internal team -Identify and suggest possible improvements on procedures -Maintain Service level at best possible rate at 24/7 -Perform duty according to defined SOP and shift schedule [Apply now at https://my.hiredly.com/jobs/jobs-malaysia-qinetics-solutions-sdn-bhd-job-it-help-desk-technician] ; Requirements:- -At least Diploma in Computer Science/ Information Technology / Cybersecurity or related disciplines from a reputable institution. -Minimum 1 year working experience in IT Technical Support / Call Center or Helpdesk support would be added advantage. Fresh grad is encouraged to apply. -Knowledge of configuring and troubleshooting Wintel based, Mac OS/iOS and Android devices. -Knowledge of Exchange, M365 are added advantages. -Knowledge of TCP/IP protocol, Web Services (IIS), DNS and DHCP, Firewall and Network protocols are added advantage. -Knowledge or certification in Cybersecurity is added advantage. -Basic knowledge in troubleshooting and root cause analysis. -Good communication and customer service skills. -Able to work under pressure, self-initiative and independently. -Must be alert of phone call and able to work on shift.