Support Specialist

🗂 We’re Hiring: Support Specialist 🕒 Employment Type: Full-Time💼 Level: Mid-LevelWe are seeking a technically skilled, customer-focused, and proactive Desktop Support Specialist II to provide advanced end-user technology support, troubleshoot hardware and software issues, manage IT equipment, and maintain reliable desktop environments. This role will work closely with IT Infrastructure, Service Desk, Security, Network, Application, and business teams to ensure users receive efficient and high-quality technical support. Current Malaysia-based roles emphasize desktop troubleshooting, laptop deployment, inventory management, mobile-device support, infrastructure monitoring, and remote user support. (LinkedIn)🎯 Key Responsibilities• Provide Level 2 desktop and technical support to local and remote users.• Diagnose and resolve complex hardware, software, operating system, and connectivity issues.• Configure, deploy, maintain, and troubleshoot laptops, desktops, monitors, printers, peripherals, and other end-user equipment.• Prepare and configure computers for new employees, replacements, upgrades, and equipment refresh projects.• Install, configure, update, and troubleshoot business applications and software packages.• Support Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and other workplace applications.• Provide technical support for mobile devices including smartphones, tablets, and corporate-managed devices.• Troubleshoot network connectivity, VPN, wireless, printing, authentication, and access-related issues.• Manage and resolve incidents, service requests, and escalations through IT service-management platforms.• Document troubleshooting steps, resolutions, configurations, and technical procedures in knowledge bases and support documentation.• Manage IT hardware inventory, asset records, software licenses, and equipment allocation.• Coordinate procurement, replacement, repair, and disposal of IT equipment when required.• Monitor desktop and IT infrastructure environments and proactively identify potential technical issues.• Support software deployment, device imaging, patching, configuration management, and endpoint maintenance.• Assist with IT infrastructure upgrades, technology rollouts, system migrations, and other technical projects.• Collect and analyze IT support metrics, incident trends, asset information, and operational statistics.• Collaborate with Infrastructure, Network, Security, Applications, and external vendors to resolve complex technical issues.• Provide remote technical support to users in other offices or locations when required.• Identify recurring problems and recommend improvements to reduce incidents and improve end-user experience.• Assist with backup procedures, monitoring tools, endpoint security, and other IT operational activities.• Maintain compliance with IT policies, security standards, access-control requirements, and company procedures. (relx.wd3.myworkdayjobs.com)✅ Requirements• Minimum 2 years of experience in Desktop Support, IT Support, Technical Support, Service Desk, or a related IT role. Current Malaysia-based postings for this position specifically request at least two years of desktop-support experience. (LinkedIn)• Strong hands-on experience troubleshooting laptops, desktops, operating systems, applications, and peripherals.• Good knowledge of Windows operating systems, Microsoft 365, Active Directory, and common enterprise applications.• Understanding of basic networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.• Experience with hardware installation, software deployment, imaging, patching, and endpoint configuration.• Familiarity with IT service-management and ticketing platforms such as ServiceNow, Jira, or similar systems is an advantage.• Knowledge of endpoint-management platforms such as Microsoft Intune, Microsoft Autopilot, SCCM, or Jamf is preferred.• Basic understanding of IT infrastructure monitoring, backup procedures, and system performance monitoring.• Experience supporting mobile devices and mobile-device management is an advantage.• Strong troubleshooting, analytical, and problem-solving abilities.• Excellent customer-service and communication skills.• Ability to explain technical issues clearly to non-technical users.• Ability to work independently, prioritize incidents, and manage multiple support requests.• Strong documentation and attention-to-detail skills.• Ability to work effectively with regional and global IT teams.• Willingness to work onsite and provide support during special projects or outside normal business hours when required.• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field, technical certification, or equivalent practical experience is preferred. (LinkedIn)• Certifications such as CompTIA A+, Microsoft, ITIL, Apple, or other relevant technical certifications are an advantage.🌟 What We Offer• Opportunity to support enterprise-scale desktop and end-user technology environments.• Exposure to Microsoft 365, endpoint management, infrastructure monitoring, cloud technologies, cybersecurity, and IT operations.• Opportunity to participate in hardware refreshes, technology rollouts, system upgrades, and IT transformation projects.• Hands-on experience supporting both local and remote users across regional or global environments.• Career progression into Senior Desktop Support Specialist, IT Support Lead, Systems Administrator, Endpoint Administrator, IT Operations Specialist, Infrastructure Engineer, or IT Service Delivery Manager roles.• A collaborative, technology-driven, and customer-focused working environment.• Technical training, professional certifications, mentorship, and continuous development opportunities.• Competitive compensation, performance incentives, and comprehensive benefits package.