Note: This position is based in Malaysia. Relocation and employment pass will be provided.Responsibilities:Provide level 1 remote desktop support and perform other activities based on SOPs.Route issues to internal 2nd and 3rd level IT support staff.Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for customer end users.Coordinate and manage relationships with vendors and support staff for hardware, software, and network problem resolution.Administer and provide user account provisioning.Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).Identify, evaluate, and prioritize customer problems and complaints.May train users and operators on a limited basis and/or write training procedures.Participate in ongoing training and departmental development.Routine maintenance updates with other IT staff and business units.Provide all required documentation, including standards, configurations, and diagrams.Provide knowledge transfer of EUC operations.Documenting issues, resolutions, and maintaining the knowledge base.Use the Incident Management System to document and manage problems and work requests, including their resolutions and circumventions.Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies.Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, and reopened cases.Maintain high login efficiency (availability) for customers.Requirements:Bachelor Degree in IT, Computer Science, or any related field2 to 3 years of experience in service desk/IT helpdesk/technical support in global setting.Proficient in Arabic/Hebrew and English Language to support Arabic/Hebrew Market.Hands-on experience with Windows-based client operating systems (Windows 7, 10, 11).Knowledge of server, network, storage, and other IT infrastructure devices.Proficiency in Active Directory and Exchange.Familiarity with ITSM tools like ServiceNow.In-depth knowledge of MS Office Suite.Understanding of internet browsers, VPN, remote dial-in users, and desktop applications like WinZip and Acrobat.Support knowledge for laptops, desktops, printers, PDAs, and Blackberry devices.Strong verbal and written communication skills.Ability to work in an on-site/off-shore model ensuring seamless communication with the offshore team to achieve service levels.Able to work well with little direction and in a team atmosphere.Ability to triage effectively under pressure.