MDR Support Analyst

Key Responsibilities:

• Serve as the first point of contact for customers of the MDR service, handling queries received via the ticketing system, email, phone and chat
• Log, categorise and prioritise all incoming tickets accurately, ensuring complete and consistent case records
• Perform initial review of alerts and suspicious events, applying basic triage steps and documented playbooks to determine severity and next actions
• Escalate tickets to Level 2 analysts with clear, complete handover notes, and track them through to closure
• Act as the liaison between the customer and Level 2 analysts, relaying findings, actions taken and status updates
• Follow up with customers on outstanding items, pending information and remediation actions until tickets are resolved
• Monitor ticket queues against agreed service levels (SLA) and escalate risks of breach to the team lead
• Prepare and issue regular service reports, including incident summaries and statistics for customers
• Support customer review meetings by compiling reporting packs and tracking action items to completion
• Maintain excellent customer satisfaction through professional, proactive and personal service
• Contribute to the knowledge base by maintaining standard operating procedures, FAQs and response templates

Qualification:

• Bachelor degree in Computer Science, Cybersecurity, Information Technology or equivalent
• 1-2 years experience in a helpdesk, service desk, technical support or SOC support role; fresh graduates with relevant internship exposure will be considered
• Basic understanding of cybersecurity concepts, common threat types (malware, phishing, ransomware) and the alert triage process
• Working knowledge of general system and network fundamentals; familiarity with EDR or endpoint security consoles is an advantage
• Hands-on experience with ticketing or ITSM tools. ITIL foundation knowledge is a plus
• Excellent written and verbal communication skills in English and Bahasa Malaysia
• Strong customer service orientation, with proven ability to manage expectations and follow through on commitments
• Well organised and detail oriented, able to manage multiple tickets and priorities concurrently
• Self-motivated and effective in a fluid environment
• Be able to work a fluid and dynamic schedule to cover hours and days outside of the normal work week
• The position required shift rotation arrangement