Service Desk Agent (Mandarin + English)
Summary
First-line (L1) service desk agent supporting IT operations across Southeast Asia: handling incoming tickets, email, and phone inquiries, managing Active Directory accounts, troubleshooting Windows 10/11 and VPN issues, and escalating to L2. Requires fluent Mandarin and English and 24x7 shift work.
Service Desk Agent (L1)
Location: Remote Full-time
Department: Service Desk
Working hours: 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week)
About Sunbytes
Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.
About the Opportunity
Sunbytes is seeking a Service Desk Agent to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.
Key Responsibilities
First-Line Support: Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.
User Account Management: Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.
PC Troubleshooting: Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.
Remote Access Support: Assist remote users with basic VPN connection issues to ensure they can access company data.
Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.
Requirements
Job Requirements
1–2 years of proven experience in an IT Service Desk or Helpdesk role.
Active Directory: Comfortable with the basics (Resetting passwords, unlocking accounts, creating users).
Windows Support: Solid experience troubleshooting Windows 10/11 errors and installing standard applications.
Network Basics: Experience helping users troubleshoot VPN client connections and Wi-Fi issues.
Fluent in Mandarin and English (Written & Spoken) for user communication.
Service Mindset: Patient, polite, and eager to help users resolve their problems.
Reliable: Good time management and ability to research solutions and figure things out independently.
Benefits
Benefits
Leave: Following Malaysia's Employment Law.
Allowances: Shift Allowances for the Night shift.
Learning & Development: Access to training programs and sponsorship for IT certifications.
Compensation Growth: Annual salary review and performance-based bonus.