IT Support Officer

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

IT Support Officer

Job Description:

We are seeking a like-minded individual to join the team as an IT Support Officer primarily responsible for end-users.

The IT Support Officer will manage the back-end of our SAAS software and assist end-users with their queries. This role requires minimal programming knowledge but a strong inclination towards resolving technical issues and providing excellent customer service. The ideal candidate will be technically adept and people-oriented, ensuring smooth operation and user satisfaction.

Key Responsibilities:

1. Back-End Management:
2. Monitor and maintain the SAAS software to ensure optimal performance.
3. Perform regular system updates and maintenance tasks.
4. Troubleshoot and resolve technical issues related to the software.
5. Collaborate with the development team to address any software bugs or enhancements.
6. End-User Support:
7. Provide prompt and efficient support to end-users via email, chat, and phone.
8. Assist users with software navigation, troubleshooting, and resolving any issues they encounter.
9. Create and update user guides, FAQs, and other support documentation.
10. Conduct user training sessions as needed.

Requirements:

1. Education & Experience:
2. A degree in Information Technology, Computer Science, or a related field is preferred.
3. Prior experience in IT support or a similar role is advantageous.
4. Technical Skills:
5. Basic understanding of programming and software development (no extensive coding required).
6. Familiarity with SAAS platforms and their back-end management.
7. Proficiency in using support ticketing systems and remote support tools.
8. Soft Skills:
9. Excellent verbal and written communication skills in English.
10. Strong problem-solving abilities and a keen attention to detail.
11. Ability to work independently and manage time effectively in a remote setting.
12. A customer-centric approach with the ability to handle stressful situations calmly and efficiently.