Junior IT Support

Client Support & Communication

• Respond promptly to client enquiries via phone, email, and ticketing system
• Handle frustrated or urgent clients calmly and professionally
• Acknowledge issues clearly, set expectations, and provide regular updates
• Take full ownership of assigned tickets until resolution

Troubleshooting & Issue Resolution

Perform first-level troubleshooting by:

• Reviewing documentation
• Checking logs and system behaviour
• Referring to past cases and known issues
• Escalate issues only after sufficient investigation, with clear findings and context

Support SMS-related systems:

• Monitor SMS servers
• Investigate and resolve SMS delivery or system issues
• Perform basic system and application checks

Ticket & SLA Management

• Manage multiple tickets simultaneously
• Prioritise issues based on urgency, impact, and SLA requirements
• Ensure accurate and complete documentation for every case
• Follow up proactively to ensure issues are closed properly

Testing & Deployment Support

• Assist in client-side testing and deployment of new releases
• Participate in System Testing (ST) and User Acceptance Testing (UAT) when required
• Report defects clearly with steps, evidence, and expected behaviour

Knowledge & Process Improvement

• Document solutions and recurring issues to improve team efficiency
• Suggest improvements that reduce repeated support issues
• Continuously learn product behaviour and common failure patterns

Team & Work Commitment

• Work fully office-based

Be prepared for:

• Occasional late hours
• Weekend standby (rotational)
• Support team members when required, including coverage during leave.

Job Requirements

• College or University degree in Computer Science or a related discipline

• Comfortable communicating with clients verbally (phone calls included)

• Willingness to figure things out independently using documentation

• Able to stay calm under pressure and handle complaints professionally

• Strong sense of ownership — you don’t abandon tickets

• Able to multitask and prioritise under SLA pressure

• Resilient mindset — you don’t shut down when things get stressful

• Basic understanding of:

• Databases (MySQL, simple queries / joins)

• Web systems or client-server concepts

• Exposure to any programming language (PHP, C#, etc.) is sufficient

• Exposure to Microsoft.NET development using C#

• Knowledge of client/server application development, DB, MS Office products etc

• Problem-solving skills

Job Types: Full-time, Permanent

Pay: RM2,700.00 - RM3,300.00 per month

Benefits:

• Dental insurance
• Health insurance
• Professional development

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Required)

Work Location: In person