Junior IT Support - Korean Speaker

Job Title: Service Desk Engineer (Korean Speaker)

Location: Bandar Sunway Iskandar Puteri, Iskandar Puteri, Johor

Overview (Summary of the Role)

The Service Desk Engineer (Korean Speaker) is the first point of contact for clients seeking assistance and support for IT-related issues or service requests via phone, email, or ticketing systems. This role plays a critical part in delivering high-quality first-level (L1) IT support by ensuring issues are accurately logged, resolved promptly, or escalated to the appropriate technical teams when necessary.

The Service Desk Engineer is part of the Managed Services Business Unit (MSBU) and reports directly to the Service Desk Team Lead. This role requires strong communication skills, customer service orientation, and fluency in Korean and English to support Korean-speaking clients effectively.

Key Responsibilities

1. Provide first-level (L1) IT support to clients for IT-related issues, incidents, and service enquiries.
2. Act as the primary point of contact by responding to assigned service desk tickets, emails, phone calls, and voicemails.
3. Accurately log, update, and track all service requests and incidents using the designated service desk ticketing system.
4. Follow standard Service Desk Support Operating Procedures (SOPs) to ensure consistent and high-quality service delivery.
5. Perform basic troubleshooting for hardware, software, network, and application-related issues, and escalate unresolved cases to higher-level support teams when required.
6. Translate documents and communications from Korean to English and vice versa, as needed for operational or support purposes.
7. Maintain familiarity with customer environments, including operational processes and technical structures.
8. Attend all required training sessions to stay updated on systems, tools, policies, and procedures.
9. Ensure compliance with internal IT support policies, security standards, and service-level agreements (SLAs).
10. Collaborate effectively with internal teams to ensure timely resolution of issues.
11. Perform other duties as assigned by the Service Desk Manager or Team Lead.

Requirements & Qualifications

1. Friendly, professional presence with a customer-focused and helpful attitude.
2. Strong interpersonal and communication skills, with the ability to work well in a team-oriented environment.
3. Fluency in Korean and English (spoken and written) is required to support Korean-speaking clients.
4. Prior experience in customer service or IT support is an advantage; experience supporting clients via phone is strongly preferred.
5. Ability to communicate clearly and professionally with clients and internal stakeholders.
6. Basic knowledge of IT support concepts such as desktops, laptops, operating systems, applications, and networking fundamentals.
7. Proficient in using Microsoft Office applications for documentation, reporting, and support activities.
8. Ability to multitask, prioritize tasks, and work in a fast-paced service desk environment.
9. Strong sense of responsibility, initiative, and urgency in handling client issues.
10. Willingness to learn, adapt, and continuously improve technical and customer service skills.
11. Fresh graduates with relevant IT or technical education are encouraged to apply.