Job Description
Are you a passionate IT professional looking to jumpstart your career with a global industry leader? Tech Mahindra is seeking an energetic and customer-focused L1 Technical Support / IT Helpdesk specialist to join our dynamic team in Kuala Lumpur. In this role, you will be the first point of contact for our users, serving as the technical backbone that keeps our operations running smoothly.
As an L1 Support Engineer, you will diagnose and resolve a wide range of hardware, software, and network-related incidents. We are looking for an immediate joiner who thrives in a fast-paced environment, excels at multi-tasking, and possesses a strong commitment to delivering exceptional service. If you have a knack for troubleshooting and are eager to work in a collaborative, multinational environment, we want to hear from you.
Responsibilities
- Serve as the primary point of contact for end-users reporting technical issues via phone, email, or ticketing systems.
- Diagnose and resolve hardware, software, and peripheral connectivity issues in a timely manner.
- Escalate complex technical issues to L2/L3 support teams with detailed documentation and logs.
- Perform user account management, including password resets and access provisioning.
- Provide remote desktop support to troubleshoot application-specific problems.
- Maintain accurate records and update tickets within the IT Service Management (ITSM) tool.
- Assist in the deployment and configuration of new hardware and software assets.
- Ensure compliance with IT security policies and data protection standards.
Qualifications
- Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 1-2 years of experience in an IT Helpdesk or L1 Technical Support role.
- Strong proficiency in troubleshooting Windows/macOS operating systems and MS Office Suite.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a proactive, customer-centric mindset.
- Ability to work in shift patterns, including weekends or public holidays if required.
- Immediate availability to join is highly preferred.