IT Technical Support Analyst (Field Engagement Team)

JOB RESPONSIBILITIESThe IT Technical Support Analyst for Endpoint User Computing (EUC) is responsible for providing second-line technical support to all end-users within the organization. This role focuses on the deployment, maintenance, security, and troubleshooting of all end-user devices and software, including desktops, laptops, mobile devices, and peripherals. The Analyst will ensure high levels of customer satisfaction, minimal downtime, and the integrity and security of all client-side IT assets.JOB SCOPE1.Technical Support & TroubleshootingProvide timely and effective second-line technical support for all end-user issues, resolving incidents via phone, email, remote assistance, and desk-side support.Diagnose, troubleshoot, and resolve complex issues related to hardware (laptops, desktops, peripherals, mobile devices), operating systems (Windows, macOS, iOS, Android), and standard and specialized software applications.Monitor and oversee the implementation of preventive maintenance for computer hardware/software, ensuring that it is carried out according to the predefined schedule.Provide technical support and handle complex or high-impact issues.Escalate unresolved matters to appropriate IT teams whenever necessaryCoordinate with external vendors for hardware repairs and warranty claims as needed2.System Monitoring & MaintenancePerform routine maintenance tasks like patching, updates, and backups.Ensure antivirus, security patches, and updates are applied regularly.Ensure that all PCs are installed with the latest software and are functioning properly3.Documentation & GuidanceMaintain accurate records of support requests, issues, and resolutions.Create and update technical documentation, user manuals, and knowledge base articles.Provide basic IT training to end-users.Guide users on best practices, including security and data protection.4.Team Leadership & SupervisionLead and daily operations of IT Technician in technical support team.Supervise and monitor the resolution of IM/SR (Incident Management/Service Request) cases by subordinates to ensure they are resolved within the agreed SLA timeframe.Plan training and overtime budgets for team members Plan and manage necessary training for team members to effectively perform daily tasks.Carry out tasks assigned by the supervisor from time to time.Train, mentor, and evaluate Technical Support team members (IT Technician).REQUIRED COMPETENCIESTechnical SkillsTroubleshooting of end user computing hardware, peripheral, software, and network issuesKnowledge of operating systems (Windows, macOS, Linux)Familiarity with enterprise tools (Office 365, Active Directory)Use of ticketing and remote support systemsCommunication & Customer ServiceClear, user-friendly communicationPatience, empathy, and service orientedTeamwork & AdaptabilityCollaborative mindsetAbility to handle pressure and shifting prioritiesAbility to adapt to rapidly changing technologies and user needsProactive in learning new tools, systems, and best practices in IT supportLeadership & Team ManagementAbility to lead, motivate, and mentor a team of IT techniciansSkilled in workload delegation, performance monitoring, and conflict resolutionExperience in developing staff capabilities through coaching and trainingAnalytical & Problem-Solving SkillsCapable of diagnosing and resolving complex technical issues efficientlyAbility to identify recurring problems and suggest improvements to reduce incidentsProficiency in analyzing helpdesk performance data and generating actionable insightsProcess & Compliance AwarenessStrong knowledge of ITIL best practices and IT governanceUnderstanding of data privacy, security compliance, and organizational IT policiesAbility to ensure the helpdesk operates in accordance with defined procedures and standardsProject & Change ManagementExperience supporting IT projects and change initiatives from a technical perspectiveFamiliarity with project documentation and status reportingJOB QUALIFICATIONSMalaysian citizen.Bachelor’s degree in Computer Science, Information Systems, or equivalent qualification from accredited higher learning institutionsMinimum of four (4) years' experience in IT Technical Support and IT field operationsStrong analytical skills with proficiency in Excel, Power BI, or other tools.Experience in using tools such as Service Management Tools (e.g Ivanti, BMC), Procurement system and Intune are value addedJOB STATUS PermanentAll applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.