IT Support & Operations Specialists ââ¬â Desktop, Console, and Shift Leaders
IT Support & Operations Specialists ââ¬â Desktop, Console, and Shift Leaders
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1 Vacancy
Job Description
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
- 24 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
- 23 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:
- 34 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 youre interested in:
- Desktop/Service Desk Support
- Console Support Analyst
- Shift Leader SMC
Only shortlisted applicants will be contacted.
Employment Type
Full Time
