Service Desk Engineer

Role Details

Position: Service Desk Engineer (L1) Mandarin

Employment Type: Full Time

Location: Kuala Lumpur

Work Mode: 100% Work from Office

Experience: 35 Years

Languages Required: Mandarin & English

Shift & Schedule

Rotational Shifts (Weekdays):

7:00 AM 4:00 PM MYT

12:00 PM 9:00 PM MYT

Weekend Shift:

6:30 AM 3:30 PM MYT

2 days off per week (rotational)

Must-Have Skills

Experience working as a Service Desk / IT Support Engineer (L1)

Strong verbal and written communication skills in Mandarin and English

Good technical knowledge of computer systems, hardware, and software

Strong customer service orientation and problem-solving skills

Ability to work in rotational shifts and office-based environment

Primary Skills

L1 Service Desk / IT Helpdesk Support

Remote troubleshooting and diagnostics

Incident logging and tracking

Hardware & software installation, configuration, and repair

Email, chat, and phone support

Ticketing tools and documentation

Secondary / Nice-to-Have Skills

Experience supporting enterprise clients

Exposure to ITIL-based service management processes

Experience handling international customers

Knowledge of standard IT products and services

Role Summary

You will act as the first point of contact for customers seeking technical assistance via phone, chat, or email. The role requires strong technical fundamentals, excellent communication skills, and a customer-first mindset to resolve issues efficiently while maintaining high service quality and user satisfaction.

Key Responsibilities

Serve as first-level support for customers seeking technical assistance

Provide support via phone, chat, and email

Perform remote troubleshooting using diagnostic tools and guided questioning

Walk customers through issue resolution steps patiently and clearly

Identify, diagnose, and resolve hardware and software issues

Escalate unresolved issues to L2/L3 support teams

Record incidents, solutions, and actions accurately in ticketing systems

Follow up with users to ensure issue resolution and satisfaction

Share customer feedback and improvement suggestions with internal teams

Install, modify, and repair computer hardware and software

Suggest improvements to service desk procedures and processes

Required Qualifications

35 years of experience in Service Desk / IT Support (L1)

Strong communication skills in Mandarin and English

Good understanding of desktop, hardware, and software troubleshooting

Customer-focused attitude with patience and professionalism

Ability to work under pressure and meet SLAs

Interested

Please share:

Updated CV

Total Service Desk / IT Support experience

Language proficiency (Mandarin & English)

Current location

Notice period

Expected salary