Xetron Solutions Hiring! Work from Home Helpdesk Support Engineer in Federal Territory, Earn up to MYR 3,500 - Ricebowl

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.

Pay: RM2,800.00 - RM3,500.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Application Question(s):

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

Experience:

• IT Helpdesk or Technical Support role: 2 years (Preferred)

Work Location: Hybrid remote in Bukit Jalil