Job Description Summary
Provides essential technical assistance and problem-solving for end-users, ensuring the smooth operation of IT systems and applications within Becton Dickinson. This role involves diagnosing and resolving technical issues, escalating complex problems, and maintaining a high level of customer satisfaction.
Job Description
Here's a job description for a Technical Support Specialist at Becton Dickinson Global Services Centre Sdn. Bhd.
Job Title:** Technical Support Specialist
Company:** Becton Dickinson Global Services Centre Sdn. Bhd. (Company No. 201201012321 (985838-T))
Job Summary**
The Technical Support Specialist provides essential technical assistance and problem-solving for end-users, ensuring the smooth operation of IT systems and applications within Becton Dickinson. This role involves diagnosing and resolving technical issues, escalating complex problems, and maintaining a high level of customer satisfaction.
Job Responsibilities**
- Provide first and second-level technical support to internal users for hardware, software, network, and application-related issues via phone, email, and ticketing system.
- Diagnose, troubleshoot, and resolve technical problems efficiently, documenting all support activities and resolutions accurately.
- Install, configure, and maintain computer hardware, operating systems, and applications, ensuring compliance with company standards.
- Assist users with account management, password resets, and access permissions for various systems.
- Escalate complex technical issues to appropriate senior technical staff or external vendors when necessary, tracking issues to resolution.
- Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base articles.
- Participate in IT projects, including system upgrades, migrations, and new technology deployments, as required.
- Adhere to IT policies, procedures, and security best practices to protect company data and systems.
- Provide training and guidance to end-users on basic IT functionalities and best practices.
- Monitor system performance and proactively identify potential issues to ensure system stability.
Job Qualifications**
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 2-3 years of experience in a technical support or help desk role, preferably within a corporate environment.
- Strong knowledge of Windows operating systems (e.g., Windows 10, Windows Server environments).
- Proficiency in troubleshooting common hardware issues (laptops, desktops, printers, mobile devices).
- Experience with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Office 365 administration.
- Familiarity with network fundamentals (TCP/IP, DNS, DHCP, VPN) and basic network troubleshooting.
- Experience with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving abilities and a logical approach to troubleshooting.
- Ability to work independently and as part of a team in a fast-paced environment.
- Customer-focused with a strong commitment to providing high-quality support.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
Required Skills
Optional Skills
Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi
Additional Locations
Work Shift
