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Job Post Details

IT Help Desk Support - job post

Pioneer InfoTech (M) Sdn Bhd
Kuala Lumpur
RM 1,800 - RM 4,800 a month - Permanent, Fresh graduate, Full-time
Responded to 75% or more applications in the past 30 days, typically within 1 day.

Job details

Pay

  • RM 1,800 - RM 4,800 a month

Job type

  • Permanent
  • Fresh graduate
  • Full-time

Location

Kuala Lumpur

Full job description

IT Helpdesk Support Engineer – Managed Services (MSP)

Company: Pioneer InfoTech (M) Sdn Bhd
Location: Kuala Lumpur, Malaysia
Employment Type: Full-time, Permanent

About Pioneer InfoTech

Pioneer InfoTech is an established Managed Services Provider (MSP) delivering IT support, cybersecurity, cloud, infrastructure, and managed services to business customers across Singapore, Malaysia, and the Asia-Pacific region.

We are committed to delivering reliable IT services through proactive support, structured processes, strong cybersecurity practices, and excellent customer service. Our engineers work closely as a team to help customers maintain secure, stable, and efficient IT environments.

We are looking for a motivated IT Helpdesk Support Engineer who enjoys solving technical issues, supporting users, and building a long-term career in a professional MSP environment.

Key Responsibilities

  • Provide Level 1 IT support to business customers via ticketing system, remote support, phone, and email.
  • Respond to and resolve support requests in accordance with established Service Level Agreements (SLAs).
  • Troubleshoot and resolve end-user issues relating to:
  • Microsoft Windows desktops and laptops
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • User accounts and password resets
  • Printers, Wi-Fi, VPN, and basic network connectivity
  • Endpoint security and backup solutions in accordance with company procedures
  • Perform user onboarding and offboarding, including:
  • User account creation
  • Basic Microsoft 365 user administration
  • Access permission assignment
  • Device preparation and deployment
  • Perform basic proactive maintenance for managed customers, including:
  • Monitoring and alert reviews
  • Backup verification
  • Endpoint health checks
  • Routine system maintenance following standard operating procedures
  • Maintain accurate ticket updates, troubleshooting records, and technical documentation.
  • Escalate unresolved or complex technical issues to senior engineers with proper troubleshooting findings and documentation.
  • Follow company Standard Operating Procedures (SOPs), security policies, documentation standards, and change management processes.
  • Deliver professional customer service and maintain clear communication with customers throughout the support lifecycle.
  • Participate in technical training and continuously improve technical knowledge and skills.

Requirements

  • Diploma or Degree in Information Technology, Computer Science, Computer Engineering, or a related field.
  • Candidates with relevant IT certifications or practical IT support experience are also encouraged to apply.
  • 1–2 years of experience in IT Helpdesk, Desktop Support, Technical Support, or an MSP environment.
  • Fresh graduates with strong technical fundamentals, a positive attitude, and a willingness to learn are welcome to apply.

Technical Knowledge

Working knowledge of:

  • Microsoft Windows 10/11
  • Microsoft 365 end-user support
  • Active Directory and user account management
  • Basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, and VPN)
  • Basic hardware troubleshooting
  • Remote support tools

Preferred Skills

The following are an advantage but not mandatory:

  • Experience working in a Managed Services Provider (MSP).
  • Experience using ticketing systems such as Autotask PSA, ServiceNow, Zendesk, Freshservice, or similar.
  • Exposure to Microsoft Azure or other cloud platforms.
  • Basic knowledge of cybersecurity solutions such as antivirus, Endpoint Detection & Response (EDR), Multi-Factor Authentication (MFA), or email security.
  • Exposure to backup and disaster recovery solutions.
  • Microsoft, CompTIA, ITIL, or other relevant IT certifications.

Personal Attributes

  • Strong customer service mindset with excellent communication skills.
  • Good analytical and problem-solving abilities.
  • Responsible, organised, and able to prioritise multiple tasks effectively.
  • Positive attitude with a strong willingness to learn.
  • Able to work independently as well as collaboratively within a team.
  • Committed to following structured processes and meeting SLA commitments.
  • Professional, patient, and customer-focused.

Working Hours

  • Monday to Thursday: 9:00 AM – 6:30 PM
  • Friday: 9:00 AM – 6:00 PM
  • Malaysian public holidays

Salary

Salary will be commensurate with qualifications, experience, and technical competency.

Employee Benefits

  • EPF, SOCSO & EIS
  • Medical benefits
  • Annual leave
  • Medical leave
  • Training and certification opportunities
  • Internal and external technical training
  • Career progression within Managed Services, Cloud, Infrastructure, and Cybersecurity

Why Join Pioneer InfoTech?

  • Join a growing and ISO 27001-certified Managed Services Provider.
  • Gain exposure to Microsoft Cloud, cybersecurity, infrastructure, and enterprise IT technologies.
  • Work with customers across multiple industries in Singapore and Malaysia.
  • Learn from experienced engineers through structured mentoring and hands-on project experience.
  • Enjoy a clear technical and career development pathway.
  • Grow your career into System Engineer, Cloud Engineer, Cybersecurity Engineer, Technical Consultant, or Technical Lead.

Pay: RM1,800.00 - RM4,800.00 per month

Work Location: In person

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