Job Description

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.