This is a fully remote position, open to applicants in Malaysia.

• Act as an escalation point and resolve intricate technical challenges.

• Address customer queries through phone, email, chat, or portal.

• Collaborate with teams to swiftly resolve incidents.

• Create new Active Directory user accounts, manage password resets, and disable accounts for departing employees.

• Provide support to end-users facing Windows 10/11 issues, including software installation, Windows updates, and driver updates.

• Assist remote users with VPN connectivity issues to ensure access to company data.

• Document, maintain, and enhance the knowledge base.

• Communicate with clients as necessary.

• Oversee the Service Desk Team throughout the APAC region.

• Ensure prompt incident resolution, service quality, and compliance for the team supporting the US partner.

• Approximately 2–4 years of experience in a technical support or service desk capacity.

• Leadership experience is advantageous.

• Proficient in English and Mandarin, both written and spoken.

• Experience with Active Directory user management, including password resets, account unlocks, user creation, and terminations.

• Knowledge of VPN support and troubleshooting for both remote and domain-joined devices.

• Competence in Windows 10/11 troubleshooting, encompassing driver updates, OS updates, software installation, and basic issue diagnosis.

• Familiarity with macOS is a plus.

• Strong communication skills with the ability to lead small teams.

• Detail-oriented with excellent organizational and follow-through capabilities.

• Availability to work 5 days a week with 2 days off, including weekend shifts, up to 45 hours per week.

• 30 days of leave annually, inclusive of all holidays (based on a 12-month contract).

• Competitive shift allowances for night and weekend shifts.

• Access to training programs.

• Sponsorship for IT certifications.

• Annual salary review.

• Performance-based bonus.

Tech Lead, English, Mandarin

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