L2 IT Service Desk yst

Become a part of our worldwide outsourcing team and discover opportunities like no other.

Welcome to a funfilled journey with Emapta where our vision is to empower you our talented team members to achieve your full potential and aspirations without the necessity of going abroad. Our deepseated commitment lies in showcasing Malaysian talent to the world revolutionizing the workplace by offering sustainable global careers within exceptional working environments right at your doorstep. Whether you choose to work from the comfort of your home or in an office equipped with cuttingedge technology and a dynamic team the possibilities are limitless.

As L2 IT Service Desk Analyst you will provide remote telephone and email technical support and assistance for both internal and external customers. Your objective will be to maximize the number of resolved incidents at the first line without referral enhancing customer satisfaction and user experience. Additionally you will ensure compliance with prescribed SLA targets striving to meet or exceed SLA performance standards.

Can you face the challenge Here s what you will do in this role:

Technical Support

• Provide 1st level technical assistance to all users concerning the use of computer hardware and software including printing software installation word processing electronic mail and operating systems locally or remotely.
  
• Perform diagnosis and troubleshooting of issues aimed towards resolution/fulfillment of a ticket.
  
• Provide timely and accurate support of incidents and requests while maintaining a balance of overall work team responsibilities.
  
• Analyze diagnose and resolve end user problems and suggest corrective solutions. Extend remote support for other site users.
  
• Monitor receive and register all incidents and/or service requests raised via email or phone call through to the IT Ticketing System.
  
• Analyze the performance of hardware and software interfaces and identify alternatives for optimizing the usage of computer resources.
  
• Complete service requests regarding software and hardware problems.
  

Ticket handling & SLA Management

• Categorize and prioritize tickets based on Impact Urgency and relative Service affected leading to appropriate SLA target response and resolution times.
  
• Manage the entire service request process ensuring adherence to SLA.
  
• Execute service requests as per the SLA.
  
• Inform/Escalate to the appropriate management level issues that are near breaching SLA or requiring immediate attention.
  
• Endorse/Escalate tickets to the appropriate functional/resolver group.
  
• Track the progress of tickets during its entire lifecycle (from start to end register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Ticket records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
  

Communications & Documentation

• Give technical advice to all user problems wherein the user himself can do the solutions through email IM or phone.
  
• Communicate the status of tickets directly with the customer based on defined SLAs.
  
• Document processes and procedures for maintenance and support.
  
• Manage and maintain the department s technical documentations and reports.
  
• Should have IT Technical knowledge and able to communicate effectively with other teams.
  
• Work with internal and external teams to ensure requests are completed.
  
• Process and send IT reports.
  
• Suggest and implement service improvements.
  

Collaboration

• Responsible for installation setup rollout & maintenance of the companys IT infrastructure.
  
• Participate in crossfunctional projects development of strategic plans for the desktop and network platform.
  
• Design install & repair station cabling/jacks as needed on servers desktops routers switches network equipment etc.
  
• Assist in maintenance activities and disaster recovery testing.
  
• Collaborating with L2 for antivirus compliance for all desktop platforms.
  
• Secondary support for antivirus management including local desktop firewall component.
  
• Support and manage Active Directory environments Servers and Workstations.
  
• Strong knowledge of malware remediation hardware and software installations upgrades and troubleshooting.
  
• Provide assistance or respond on afteroffice calls support should necessary.
  
• Participate in rotational 24x7 support.
  

Other Responsibilities:

• Perform any administrative or nonadministrative duties as assigned by any of the Company s representatives from time to time through direct written order or verbal assignment.
  

What Makes You a Star :

• BS in Information Technology MIS or a similar program; or equivalent work experience.
  
• 25 years of experience in a similar capacity.
  
• Background in five or more of the following areas:
  

• Windows 7/10/2000/XP/Vista desktop support
  
• Microsoft Internet Explorer/Office/Outlook
  
• Avaya or Nortel telephony
  
• Windows Server 2000/2003 support and administration
  
• Microsoft IIS ISA or Exchange
  
• Active Directory 2000/2003
  
• Knowledge of Microsoft SQL Server
  
• Local Area Networks (Cisco or 3Com)
  
• Wide Area Network
  
• Cloud platforms such as Microsoft Azure or AWS
  
• Knowledge of TCP/IP
  
• PowerShell and VBScript
  
• RMM and MDM knowledge (remote management and deployment)
  

• ITIL experience and qualifications would be an advantage.
  
• Additional language skills at a technical level would be an advantage.
  
• Knowledge of MDM and RMM software management/deployment.
  
• Experience with MSP automation tools such as Autotask or ConnectWise.
  
• Understanding and experience in delivering Microsoft technologies such as Office 365 Microsoft AD Exchange and Windows Server.
  
• Experience in reading writing and analyzing SQL queries (MSSQL MySQL and PostgreSQL).
  
• Serverlevel technical skills: server builds and administration setup and support antivirus management and virtual environment administration.
  
• Broad understanding of relational databases data warehousing markup languages and web technologies.
  

Requirements

Personal Competency:

• Strong customer service orientation.
  
• Good command of oral and written English.
  
• Excellent interpersonal communication skills and a pleasant demeanor.
  
• Ability to carry out technical diagnosis and analysis.
  
• Assertiveness and resourcefulness.
  
• Engaging with internal (core teams) and external stakeholders (clients/staff).
  
• Flexible attitude and broad knowledge of IT.
  
• Willingness to rotate shifts as needed.
  
• Ability to perform light hand activity work at a computer station in an office environment.
  
• The job may require occasional rotating shifts.
  

Benefits

Tempted Yet Check out these perks we have to offer!

• Hybrid work setup
  
• Prime office location
  
• Competitive salary package
  
• Eight (8) days annual leave
  
• Career growth opportunities
  
• Diverse and supportive work environment
  
• Upskilling: Emapta Academy
  

Why We Stand Out Among the Rest!:

At Emapta we believe in building careers that resonate with passion purpose and the vibrant spirit of Malaysia. Our diverse roster of over 700 international clients spans various industries offering you a dynamic platform to showcase your skills and make a meaningful impact on a global scale. For over a decade we have helped companies adapt to everchanging market needs by providing access to a wide range of talent office solutions and more. Our mission is to hone your skills and help you reach the top and become part of the top 1% talent in Malaysia.

Emapta is more than just a company; its a tightknit community that values the unique blend of professionalism and Malaysian warmth. Our organization embodies a culture that encourages innovation collaboration and continuous learning. Share your passion and enthusiasm across the globe and enjoy the flexibility to thrive in your career while savoring the joys of life outside the office. Be part of Emaptas story a story that values diversity celebrates success and embraces the colorful culture of Malaysia.

At Emapta you work directly with respected executives and international teams in a fully transparent manner which positions you for continued career growth.

Tim Vorbach CEO

#EmaptaExperience