Location:
KL Sentral
Employment Type:
Full-Time
Work Mode:
[On-site]
Working Hours:
Regular Shift Hours
Intake: 24th Nov
Budget:
RM15,000
Key Responsibilities
Provide technical support through phone, email, chat, or ticketing platforms
Troubleshoot issues related to networking, DNS, hosting, SSL, website connectivity, and web applications
Assist customers with server configuration, website setup, and basic backend settings
Diagnose and resolve issues related to firewalls, routing, ports, proxies, and connectivity
Support users with domain setup, DNS configuration, and email routing
Guide customers on website performance, caching, CDN, and security best practices
Collaborate with engineering teams to escalate and resolve advanced issues
Document solutions, FAQs, and troubleshooting procedures for knowledge base
Ensure high customer satisfaction and timely resolution of tickets
Follow SLAs, KPIs, and internal quality guidelines
Required Skills & Qualifications
Diploma/Degree in IT, Computer Science, Networking, or related field
1–3 years of experience in technical support or IT helpdesk
Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, HTTP/HTTPS)
Experience troubleshooting web technologies (HTML, SSL, CMS basics, hosting environments)
Familiarity with cPanel, Plesk, or similar hosting control panels
Ability to read logs, analyze errors, and identify root causes
Comfortable working with command-line tools (basic Linux/Windows commands)
Excellent communication and customer-handling skills
Ability to work under pressure and multitask in a fast-paced environment
Good to Have (Optional)
Certifications:
CCNA, CompTIA Network+, ITIL
Experience supporting cloud hosting or SaaS platforms
Knowledge of CDN, DNS management tools, or web security
Basic scripting or automation skills
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