IT Support & Operations Specialists – Desktop, Console, and Shift Leaders

Kuala Lumpur , WP , Malaysia

08 Aug 2025

Job Title:

IT Support & Operations Specialists – Desktop, Console, and Shift Leaders

📍 Location: Bangsar South | 💼 Full-Time | Rotating Shifts & On-Call Required

Overview

We are looking for proactive, technically skilled, and customer-focused professionals to join our IT Support & Operations team. This department plays a critical role in keeping our systems running smoothly and supporting both our end users and production environments.

We are hiring for multiple positions within this domain:

  • Desktop Engineers & Service Desk Analysts (End User Support)
  • Console Support Analysts (Monitoring & First-Level Troubleshooting)
  • Shift Leaders – SMC (Leadership in 24x7 Monitoring Operations)

1. Desktop Support & Service Desk Analysts

Key Responsibilities:

  • Install, configure, and maintain desktops, laptops, printers, and peripherals
  • Troubleshoot hardware/software issues (onsite & remote)
  • Support Windows/Mac OS, Microsoft Office 365, enterprise applications
  • Perform system imaging, hardware refresh, software updates, and patching
  • Manage user access and permissions using Active Directory
  • Provide basic network support (LAN, Wi-Fi, VPN)
  • Handle incidents and requests via ITSM tools (e.g., ServiceNow, Helix, OpenText)
  • Maintain IT asset inventory and perform audits
  • Support video conferencing tools (Teams, Zoom, etc.)
  • Document solutions and contribute to knowledge base

Key Skills:

  • Proficient in Windows/Mac environments, AD, Office 365
  • Familiarity with SCCM, MDT, and remote support tools
  • Excellent communication and multitasking skills
  • Fluent in English, Mandarin, and Cantonese
  • 2–4 years’ experience in desktop or IT technical support

Education & Certifications:

  • Diploma or Degree in IT/Computer Science
  • Microsoft Certified: Modern Desktop Admin, CompTIA A+/Network+, ITIL Foundation

2. Console Support Analysts – L1 Monitoring & Troubleshooting

Key Responsibilities:

  • Perform L1 monitoring of systems (Linux/Windows/WebLogic/Storage/Network/Database)
  • Execute first-level troubleshooting using SOPs and tools
  • Escalate issues to L2/L3/L4 support when needed
  • Monitor batch jobs and backups (rerun, update, report)
  • Perform daily health checks and report tool issues
  • Assist in change execution and service requests
  • Prepare reports: daily, weekly, monthly, ad-hoc
  • Collaborate with team for shift handover and communication

Key Tools & Skills:

  • Monitoring Tools: SolarWinds, NagiosXI, Dynatrace, ScienceLogic, BMC Patrol
  • ITSM Tools: ServiceNow, Helix, Remedy
  • Backup Tools: Veeam, Veritas, VMware
  • Batch Scheduling: Control-M or equivalent
  • Strong communication, multitasking, and documentation discipline
  • Fluent in English, Cantonese, and Mandarin
  • 2–3 years of experience in IT monitoring/support

Education:

  • Diploma or Degree in Computer Engineering / Information Technology

3. Shift Leader – SMC (Service Monitoring Centre)

Key Responsibilities:

  • Lead a team of L1 console support analysts in a 24x7 environment
  • Plan shift rosters, handle leave scheduling, and manage on-call resources
  • Ensure smooth monitoring, incident handling, and escalation processes
  • Act as escalation point for first-level issues
  • Manage SOP documentation, training, and readiness of new joiners
  • Oversee execution of change/service requests
  • Perform and review daily/weekly/monthly/ad-hoc reporting

Key Skills:

  • Leadership and team coordination experience
  • In-depth understanding of system/app monitoring (SolarWinds, Sitescope, Nagios, Dynatrace, etc.)
  • Familiar with Linux, Windows, WebLogic, Storage, Network environments
  • Strong analytical, communication, and documentation skills
  • Willingness to be on standby and work rotational shifts

Experience & Education:

  • 3–4 years in IT monitoring/data centre ops or team lead roles
  • Diploma or Degree in IT/Computer Engineering
  • Familiarity with Control-M, ServiceNow, BigFix is a plus

Common Challenges

  • Supporting diverse technologies (hardware, OS, network, applications)
  • High expectations for rapid response and uptime
  • Balancing on-site and remote support
  • Strict adherence to security, compliance, and documentation
  • Managing rotational shifts and escalations under pressure
  • Coordinating with vendors and internal stakeholders

Why Join Us

  • Be part of a mission-critical IT operations team
  • Work with advanced monitoring tools and enterprise IT systems
  • Gain exposure to a wide variety of technologies and platforms
  • Develop leadership, reporting, and escalation management skills
  • Collaborative, multicultural environment with opportunities for career progression

How to Apply

Submit your resume and indicate the role you're interested in:

  • Desktop/Service Desk Support
  • Console Support Analyst
  • Shift Leader – SMC

Only shortlisted applicants will be contacted.

Associate

Full Time

Kuala Lumpur WP Malaysia


Share Job Opening