EXECUTIVE, IT SUPPORT
Summary
IT Support Executive at property developer S P Setia in Bertam, Penang, providing first- and second-line helpdesk support: troubleshooting Windows/macOS hardware, software and network issues, managing user accounts, and maintaining IT assets and documentation. Key technologies include Windows, macOS, TCP/IP/DNS/DHCP networking and ticketing tools.
About the role
As an IT Support Executive, you will provide frontline technical support, troubleshoot and resolve IT issues, and ensure smooth day-to-day operations to maintain business continuity and productivity across the organisation.
Key responsibilities
Provide first and second-level technical support to end-users via helpdesk, telephone, email and in-person assistance
Diagnose, troubleshoot and resolve hardware, software and network-related issues in a timely manner
Install, configure and maintain IT hardware, software applications and peripherals
Manage user accounts, access permissions and password resets according to company policies
Perform preventative maintenance on IT systems and equipment to minimise downtime
Maintain accurate documentation of IT issues, solutions and ticket resolutions
Assist with IT asset management, tracking and inventory control
Provide IT support during office relocations, system upgrades and major IT initiatives
Escalate complex technical issues to senior IT staff or external vendors as appropriate
Contribute to the continuous improvement of IT support processes and user experience
What we're looking for
Minimum 2-3 years of experience in IT support, helpdesk or technical support roles
Strong technical knowledge of Windows and macOS operating systems
Proficiency in troubleshooting hardware issues and peripheral devices
Experience with IT ticketing systems and helpdesk software
Knowledge of basic networking concepts, including TCP/IP, DNS and DHCP
Familiarity with Microsoft Office Suite and common business applications
Excellent problem-solving and analytical skills
Strong communication skills with the ability to explain technical concepts to non-technical users
Customer service orientation with a commitment to providing quality support
Ability to work independently and as part of a team in a fast-paced environment
Patience, professionalism and a positive attitude when dealing with IT issues
Relevant IT certifications (such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate or equivalent) are advantageous