Xetron Solutions Hiring! Full Time Helpdesk Support Engineer in Federal Territory, Earn up to MYR 2,800 - Ricebowl

IT Helpdesk Support

Position Summary

The IT Helpdesk Support professional serves as the primary point of contact for all technical inquiries and incidents. This role focuses on delivering rapid, high-quality technical assistance for hardware, software, and network infrastructure to minimize operational downtime and maintain company productivity.

Core Responsibilities

• Manage technical tickets: Log, track, update, and resolve incoming support requests using service desk software within established target turnaround times.
• Troubleshoot technical infrastructure: Diagnose and repair faults across PCs, laptops, printers, operating systems, and network connectivity via phone, remote tools, or on-site visits.
• Administer user accounts: Execute password resets, unlock locked network accounts, assign access rights, and configure user profiles for onboarding employees.
• Deploy physical assets: Install, configure, and patch operating systems and software applications, while physically preparing hardware workstations for new hires.
• Escalate complex issues: Route advanced technical problems to Tier 2/3 engineering teams or external third-party vendors while consistently updating the affected user.
• Document internal processes: Maintain the internal technical knowledge base and author step-by-step troubleshooting guides for non-technical staff.
• Execute proactive follow-ups: Monitor open tickets continuously and follow up with users to ensure long-term resolution stability.
• Maintain high responsiveness: Acknowledge and respond urgently to critical system outages or high-priority user requests to prevent business disruption.
• Adapt to ad-hoc tasks: Perform miscellaneous IT projects, emergency setups, and operational duties as assigned by company leadership.
• Support rotational shifts: Commit to flexible scheduling, including shift work, to provide continuous operational coverage for the organization.

Pay: From RM2,800.00 per month

Work Location: In person