Job description
Service Desk Agent (L1)Location: Remote Full-time Department: Service DeskWorking hours: 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week)About SunbytesSunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.About the OpportunitySunbytes is seeking a Service Desk Agent to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.Key ResponsibilitiesFirst-Line Support: Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.User Account Management: Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.PC Troubleshooting: Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.Remote Access Support: Assist remote users with basic VPN connection issues to ensure they can access company data.Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.RequirementsJob Requirements1–2 years of proven experience in an IT Service Desk or Helpdesk role.Active Directory: Comfortable with the basics (Resetting passwords, unlocking accounts, creating users).Windows Support: Solid experience troubleshooting Windows 10/11 errors and installing standard applications.Network Basics: Experience helping users troubleshoot VPN client connections and Wi-Fi issues.Fluent in Mandarin and English (Written & Spoken) for user communication.Service Mindset: Patient, polite, and eager to help users resolve their problems.Reliable: Good time management and ability to research solutions and figure things out independently.BenefitsBenefitsLeave: Following Malaysia's Employment Law.Allowances: Shift Allowances for the Night shift.Learning & Development: Access to training programs and sponsorship for IT certifications.Compensation Growth: Annual salary review and performance-based bonus.Service Desk Agent (L1)Location: Remote Full-time Department: Service DeskWorking hours: 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week)About SunbytesSunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.About the OpportunitySunbytes is seeking a Service Desk Agent to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.Key ResponsibilitiesFirst-Line Support: Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.User Account Management: Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.PC Troubleshooting: Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.Remote Access Support: Assist remote users with basic VPN connection issues to ensure they can access company data.Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.
Service Desk Agent (L1)
Service Desk Agent (L1)Service Desk Agent (L1)Service Desk Agent (L1)Service Desk Agent (L1)Service Desk Agent (L1)Location: Remote Full-time
Location:Location:Location:Location:Location:Remote Full-timeRemote Full-timeRemote Full-timeRemote Full-timeDepartment: Service Desk
Department:Department:Department:Department:Department:Service DeskService DeskService DeskService DeskWorking hours: 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week)
Working hoursWorking hoursWorking hoursWorking hoursWorking hours: 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week): 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week): 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week): 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week)About Sunbytes
About SunbytesAbout SunbytesAbout SunbytesAbout SunbytesAbout SunbytesSunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.
Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.Sunbytes is a leadingSunbytes is a leadingSunbytes is a leadingSunbytes is a leadingTech & Talent SolutionsTech & Talent SolutionsTech & Talent SolutionsTech & Talent SolutionsTech & Talent Solutionscompany known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.About the Opportunity
About the OpportunityAbout the OpportunityAbout the OpportunityAbout the OpportunityAbout the OpportunitySunbytes is seeking a Service Desk Agent to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.
Sunbytes is seeking a Service Desk Agent to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.Sunbytes is seeking aSunbytes is seeking aSunbytes is seeking aSunbytes is seeking aService Desk AgentService Desk AgentService Desk AgentService Desk AgentService Desk Agentto support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.Key Responsibilities
Key ResponsibilitiesKey ResponsibilitiesKey ResponsibilitiesKey ResponsibilitiesKey Responsibilities- First-Line Support: Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.
First-Line Support: Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.
First-Line Support: Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.First-Line Support:First-Line Support:First-Line Support:First-Line Support:First-Line Support:Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.- User Account Management: Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.
User Account Management: Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.
User Account Management: Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.User Account Management:User Account Management:User Account Management:User Account Management:User Account Management:Handle daily tasks inHandle daily tasks inHandle daily tasks inHandle daily tasks inActive DirectoryActive DirectoryActive DirectoryActive DirectoryActive Directorysuch as creating new user accounts, resetting passwords, and disabling accounts for leavers.such as creating new user accounts, resetting passwords, and disabling accounts for leavers.such as creating new user accounts, resetting passwords, and disabling accounts for leavers.such as creating new user accounts, resetting passwords, and disabling accounts for leavers.- PC Troubleshooting: Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.
PC Troubleshooting: Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.
PC Troubleshooting: Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.PC Troubleshooting:PC Troubleshooting:PC Troubleshooting:PC Troubleshooting:PC Troubleshooting:Support end-users withSupport end-users withSupport end-users withSupport end-users withWindows 10/11Windows 10/11Windows 10/11Windows 10/11Windows 10/11issues, including software installation, running Windows updates, and updating drivers.issues, including software installation, running Windows updates, and updating drivers.issues, including software installation, running Windows updates, and updating drivers.issues, including software installation, running Windows updates, and updating drivers.- Remote Access Support: Assist remote users with basic VPN connection issues to ensure they can access company data.
Remote Access Support: Assist remote users with basic VPN connection issues to ensure they can access company data.
Remote Access Support: Assist remote users with basic VPN connection issues to ensure they can access company data.Remote Access Support:Remote Access Support:Remote Access Support:Remote Access Support:Remote Access Support:Assist remote users with basicAssist remote users with basicAssist remote users with basicAssist remote users with basicVPN connectionVPN connectionVPN connectionVPN connectionVPN connectionissues to ensure they can access company data.issues to ensure they can access company data.issues to ensure they can access company data.issues to ensure they can access company data.- Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.
Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.
Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.