Senior Support Engineer
Malaysia
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Job Description
Senior Support Engineer
Kuala Lumpur, Federal Territory of Kuala Lumpur

Job Summary

Job Title: Service Desk Specialist

Job Profile Summary:

In this role, you will provide first-level Information Technology support to Agency Distribution, PRU FA and Bancassurance users. You will work closely with various IT teams to deliver timely, effective and customer-focused support to the distribution channels.

 

 

Key Responsibilities

    • Job Description:

      • Handle walk-in, incoming call and email enquiries from the sales force, demonstrating excellent customer service skills to meet and exceed customer expectations.
      • Follow up on and resolve complaints, ensuring satisfactory closure within the agreed service standards.
      • Work closely with team members and leaders to achieve quality outcomes and productivity targets.
      • Channel and escalate unresolved issues or complaints to relevant stakeholders or the next level of support in accordance with agreed procedures.
      • Participate in ad hoc projects and initiatives as required.
      • Proactively identify areas for service and process improvement and provide recommendations to the team leader.
      • Provide onsite system support when required.
      • Ensure all PSD Operations SOPs are kept up to date and aligned with operational requirements.
      • Document new processes relating to PSD Operations to support consistency, knowledge sharing and operational continuity.

Skill Requirements

Who we are looking for:

Competencies and Personal Traits

  • Independent, focused and able to work effectively across different functions.
  • Excellent verbal and written communication skills, with strong interpersonal skills.
  • Adaptable and able to perform well in a dynamic work environment.
  • Able to multi-task, meet tight deadlines and work effectively in a fast-paced environment.

Working Experience:

 

  • More than 1 year of experience in a similar IT support or service desk role.

Education:

 

  • Diploma or Degree in Information Technology or a related field of study.

Language:

 

  • Proficiency in English.

 

Staff is required to work 4 weekdays and at least one weekend or PH per week with 2 rest days.

 

Shift Schedule ( Malaysia timing)

 

Mon to Sat, Operating hours is 9am to 10pm

 

For Mon to Fri, the team is split into 2 shifts.

> AM shift - 8.45am to 6.30pm (1 hr lunch break)

> PM shift - 12.30pm to 10.00pm (1 hr dinner break)

 

For Sat, the team is split into 3 shifts

> Slot #1 - 8.45am to 2pm

> Slot #2 - 1pm to 6pm

> Slot #3 - 5pm to 10pm

 

Sun / PH, Operating hours is 9am to 5pm
For Sun, team will be split into 2 shifts

> Slot #1 - 8.45am to 2pm

> Slot #2 - 12pm to 5pm

 

 

 

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7 billion.