Job Description

Ready to start your IT career? Join our team and experience working with us at Agiga.com Sdn Bhd, where we build practical software tools that help small teams get more done. We value clear problems, reliable systems, and teammates who care about smooth day-to-day operations.

As an IT Support Level 1, you are the backbone that keeps our people productive. You will handle first-response support, maintain basic infrastructure, and make sure common technical issues get resolved quickly so product and operations run without friction.

Your Growth & Impact

• Develop foundational IT skills by handling real user issues and routine system tasks.
• Expand technical confidence through hands-on work with Windows Servers, networks, and desktop support.
• Build cross-team relationships by working closely with product, HR, and operations teams.
• Position yourself for progression into system administration or network roles with on-the-job mentoring.
• Gain practical exposure to ticketing systems and vendor coordination, strengthening your professional toolkit.

Job Requirements

Responsibilities

User Support & Incident Management

• Respond to incoming support requests via ticketing system and chat, diagnose issues, and provide clear next steps.
• Triage hardware and software incidents and resolve common desktop problems within agreed service windows.
• Assist users with account access, password resets, and application troubleshooting.
• Escalate complex issues to senior IT staff with clear replication steps and logs.

Systems & Network Maintenance

• Perform basic server and workstation checks, including Windows Server health and patch status.
• Support local area network troubleshooting such as connectivity checks and switch port issues.
• Help set up new devices, install required software, and configure user profiles.
• Assist with routine backups and inventory of IT assets.

Documentation & Continuous Improvement

• Maintain clear knowledge base articles and step-by-step guides for common fixes.
• Record incident details and resolution steps in the ticketing system for team learning.
• Suggest small process improvements to reduce repeat incidents and speed up response times.
• Coordinate with vendors for warranty repairs and hardware replacements when needed.

Requirements

Qualifications & Experience

• Fresh graduate or equivalent with 0 years of professional IT support experience.
• Diploma or degree in IT, Computer Science, or related field is preferred but not mandatory.
• Available to work standard office hours and respond to priority issues when required.

Hard Skills & Knowledge

• Troubleshooting (Problem Solving): Able to diagnose common desktop and application faults.
• Customer Service: Comfortable communicating technical steps in plain language to non-technical users.
• Microsoft Office and Windows Servers: Familiarity with Office apps and basic Windows Server tasks.
• Local Area Networks and Photo Editing: Basic network concepts and simple image editing for internal materials.

Soft Skills & Qualities

• Clear communicator who can write concise incident notes and guide users calmly through fixes.
• Patient, curious, and willing to learn from tickets and peer reviews.
• Organised and reliable with attention to detail when documenting changes and asset records.
• Team player who accepts feedback and follows escalation procedures responsibly.

Skills