Xetron Solutions Hiring! Full Time Helpdesk Support Engineer in Federal Territory, Earn up to MYR 3,500 - Ricebowl

Reporting To : Helpdesk Team Lead / Service Manager

Department : Managed Services

Role Overview

The Helpdesk Support Engineer is responsible for providing first- and second-level technical support to end users, ensuring timely resolution of incidents and service requests in accordance with Service Level Agreements (SLAs). The role focuses on incident handling, request fulfillment, troubleshooting, documentation, and delivering quality customer support aligned with ITIL best practices.

The ideal candidate is customer-focused, technically capable, and able to work efficiently in a fast-paced support environment.

Key Responsibilities

A. Service Desk Operations

- Provide Level 1 / Level 2 support for incidents and service requests via ticketing system, phone, email, or remote support tools.

- Diagnose, troubleshoot, and resolve technical issues related to hardware, software, applications, network, and user access.

- Ensure all tickets are logged, updated, categorized, prioritized, and resolved within agreed SLA timelines.

- Escalate unresolved or complex issues to higher-level support teams or vendors with proper documentation.

B. Incident & Request Management

- Handle incidents and service requests in accordance with IT Incident and Request Management processes.

- Perform follow-ups on assigned tickets until closure.

- Support problem identification by reporting recurring incidents to the Team Lead.

- Assist during major incidents as directed by the Team Lead or Service Manager.

C. Documentation & Knowledge Management

- Maintain accurate and complete ticket documentation, including troubleshooting steps and resolutions.

- Contribute to Knowledge Base (KB) articles and standard operating procedures.

- Update documentation for recurring issues or newly implemented solutions.

D. Service Quality & Customer Experience

- Deliver professional, courteous, and empathetic support to end users.

- Communicate clearly with users, providing updates on ticket status and resolution timelines.

- Ensure customer satisfaction through quality resolution and timely responses.

E. Operational Support

- Support scheduled maintenance, system checks, and routine operational tasks as assigned.

- Participate in shift rotations, on-call support, or standby duties when required.

- Follow company policies, security standards, and operational procedures.

Key Performance Indicators (KPIs)

- SLA compliance rate

- First Contact Resolution (FCR)

- Ticket resolution time

- Ticket backlog management

- Quality of documentation and escalation accuracy

- Customer satisfaction feedback

Skills & Competencies

- Strong troubleshooting and analytical skills.

- Familiarity with IT based service delivery processes.

- Good communication skills (verbal and written).

- Ability to manage multiple tickets and prioritize tasks effectively. Customer-oriented mindset with strong problem-solving abilities.

- Ability to work independently and within a team.

Qualifications

- Diploma or Bachelor’s degree in IT, Computer Science, or related discipline (or equivalent experience).

- 2–3 years of experience in IT Helpdesk or Technical Support role.

- Experience with ticketing systems and remote support tools.

Job Types: Full-time, Permanent, Fresh graduate

Pay: RM2,800.00 - RM3,500.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Application Question(s):

• Are you willing to work in shifts?
• Can you start immediately?

Work Location: In person