Technical Support Specialist

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.

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations