Job Description

Job Title: Senior Service Desk Engineer ( mandarin required，on site position)

Department: Information Technology

Location: Federal Territory of Kuala Lumpur, Malaysia

Reports to: Service Desk Team Lead

Work Duration: One Year Renewable Contract

Vacancies: Three

Salary: （ 2000-3500 USD）Negociable

Job Summary

We are seeking three highly skilled and experienced Senior Service Desk Engineers to join our dynamic IT support team. The ideal candidate will possess deep technical expertise, exceptional problem-solving abilities, and a strong commitment to delivering outstanding customer service. In this role, you will handle complex technical issues, mentor junior engineers, and contribute to the continuous improvement of our support processes and knowledge base.

Key Responsibilities

• Provide advanced technical support for hardware, software, network, and application-related incidents and service requests.
• Handle a daily ticket volume of ≥30 while maintaining high-quality resolutions and adherence to SLAs.
• Achieve a First Contact Resolution (FCR) rate of ≥40% by resolving issues effectively during the initial interaction.
• Demonstrate mastery of business routing rules, major incident criteria, and escalation procedures to ensure efficient ticket handling and communication.
• Create, review, and maintain Knowledge Base (KB) articles to empower users and improve team efficiency.
• Serve as an escalation point for junior engineers, providing guidance and resolving complex technical challenges.
• Participate in major incident management activities, including communication and coordination with other IT teams.
• Identify trends in incidents and propose proactive solutions to reduce recurring issues.
• Collaborate with other IT teams to improve service delivery and user experience.

Job Requirements

Qualifications and Experience

• Minimum of 3 years of experience in a service desk or technical support role, with proven expertise in handling complex issues.
• Provide technical support for business applications including CRM systems (e.g., Salesforce), marketing platforms, ERP systems, and supply chain management tools

In-depth knowledge of:

• Windows/MacOS environments.
• Microsoft 365 Suite (Outlook, Teams, SharePoint).
• Active Directory and Azure AD.
• Network fundamentals (TCP/IP, DNS, VPN).
• Highly familiar with business routing rules, major incident management processes, and escalation procedures.
• Proficient in using KB solutions and experienced in creating detailed technical documentation.
• Strong analytical and problem-solving skills with a customer-centric approach.
• Excellent verbal and written communication skills.
• ITIL Foundation certification or practical knowledge of ITIL processes is preferred.

Skills