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Technical Support Specialist

In-Office, Kuala Lumpur, Kuala Lumpur

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Job ID: R-537496
Category: Sales Support
Location: Kuala Lumpur, Malaysia
Region: APAC

Job Description Summary

Provides essential technical assistance and problem-solving for end-users, ensuring the smooth operation of IT systems and applications within Becton Dickinson. This role involves diagnosing and resolving technical issues, escalating complex problems, and maintaining a high level of customer satisfaction.

Job Description

Here's a job description for a Technical Support Specialist at Becton Dickinson Global Services Centre Sdn. Bhd.

Job Title:** Technical Support Specialist

Company:** Becton Dickinson Global Services Centre Sdn. Bhd. (Company No. 201201012321 (985838-T))

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Job Summary**

The Technical Support Specialist provides essential technical assistance and problem-solving for end-users, ensuring the smooth operation of IT systems and applications within Becton Dickinson. This role involves diagnosing and resolving technical issues, escalating complex problems, and maintaining a high level of customer satisfaction.

Job Responsibilities**

* Provide first and second-level technical support to internal users for hardware, software, network, and application-related issues via phone, email, and ticketing system.
* Diagnose, troubleshoot, and resolve technical problems efficiently, documenting all support activities and resolutions accurately.
* Install, configure, and maintain computer hardware, operating systems, and applications, ensuring compliance with company standards.
* Assist users with account management, password resets, and access permissions for various systems.
* Escalate complex technical issues to appropriate senior technical staff or external vendors when necessary, tracking issues to resolution.
* Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base articles.
* Participate in IT projects, including system upgrades, migrations, and new technology deployments, as required.
* Adhere to IT policies, procedures, and security best practices to protect company data and systems.
* Provide training and guidance to end-users on basic IT functionalities and best practices.
* Monitor system performance and proactively identify potential issues to ensure system stability.

Job Qualifications**

* Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
* Minimum of 2-3 years of experience in a technical support or help desk role, preferably within a corporate environment.
* Strong knowledge of Windows operating systems (e.g., Windows 10, Windows Server environments).
* Proficiency in troubleshooting common hardware issues (laptops, desktops, printers, mobile devices).
* Experience with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Office 365 administration.
* Familiarity with network fundamentals (TCP/IP, DNS, DHCP, VPN) and basic network troubleshooting.
* Experience with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Jira Service Desk).
* Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to non-technical users.
* Strong problem-solving abilities and a logical approach to troubleshooting.
* Ability to work independently and as part of a team in a fast-paced environment.
* Customer-focused with a strong commitment to providing high-quality support.
* Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.