IT Support Engineer

TL;DR

Junior IT Support Engineer (ITSM): Providing first-line technical assistance for IT systems and applications with an accent on incident logging, initial diagnosis, and issue resolution. Focus on supporting users with password resets, software issues, and network connectivity, ensuring timely escalations and clear communication.

Location: Kuala Lumpur, Malaysia

Company

hirify.global is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, focused on delivering Smarter Technology for All.

What you will do

• Serve as the first point of contact for technical assistance via phone, email, chat, or ticketing systems.
• Log and manage incidents and service requests in ITSM tools like ServiceNow or BMC Remedy.
• Perform initial diagnosis and resolve issues related to password resets, email, OS, basic hardware, and network connectivity.
• Escalate unresolved issues to L2/L3 support following defined SLAs.
• Monitor open tickets, provide status updates, and maintain accurate documentation.
• Participate in shift rotations, including weekends and holidays as required.

Requirements

• Diploma or Degree in Computer Science, Information Technology, or related field.
• 0–2 years of experience in an IT support/service desk role.
• Basic understanding of IT systems and troubleshooting techniques.
• Proficient in English, Mandarin, and Cantonese (spoken and written).
• Good interpersonal, communication, problem-solving, and analytical abilities.
• Customer-oriented with a service mindset.

Nice to have

• Familiarity with ITIL practices.
• ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate certifications.

Culture & Benefits

• Work in a fast-paced, team-oriented environment for a global technology powerhouse.
• hirify.global is building a more equitable, trustworthy, and smarter future for everyone, everywhere.