IT Support Technician I

The IT Support Technician I is the first point of contact for all internal support issues raised by our end users. Their primary focus is to triage incoming cases from both office-based and remote users making sure to provide an initial response, gather necessary background information and assess severity level on each support case. The Junior IT Support Associate works closely with our team of IT Support technicians to provide the highest quality support to our customers in a timely manner.

Due to the nature of the work, the role is primarily office based and requires four days a week in the office (KL Eco City).

What You'll be doing:

• Analyze incoming service requests and assess their priority according to department policy

• Thoroughly and efficiently query incoming service requests to ensure sufficient information exists

• Escalate complex or timely issues properly to more senior team members technicians or appropriate internal teams
while ensuring smooth communication with end-users

• Ensure timely resolution and appropriate documentation on all service requests

• Provide clear and frequent communication via the ticketing system to end-users throughout the issue resolution
process

• Assess and troubleshoot basic hardware & software issues

• Maintain video conferencing software and equipment to ensure maximum up-time for end-users

• Perform on and off boarding processes including end-user trainings for new employees

• Assist in hardware deployment, replacement, and maintenance activities

• Regularly create and update knowledge base articles to ensure the information is accurate and relevant

• Participate in various department projects to ensure the success and growth of the Support Team

What We're Looking For:

• At least 0-1 year in a technical help desk environment or relevant experience

• Naturally Curious: You are naturally curious, always asking relevant questions to gain a better understanding of new
technologies and technical challenges.

• Tech-Savvy: Basic understanding of modern Windows client operating systems and standard applications including
Microsoft Office, Edge/Chrome browser. Experience with support ticketing systems, documentation platforms, and
remote monitoring and management (RMM) tools is a plus. Experience in basic user administration using LDAP,
Microsoft 365 or Active Directory is a plus.

• A Collaborator: You value the opinions and advice of others while freely sharing your own. You contribute to
the team efforts of problem-solving and process improvement.

• Self-Directed: You track open tasks from inception to completion and are committed to meeting expectations and
deadlines. You have an aptitude for identifying and proactively solving problems as they arise.

• Committed to Personal Growth: You are committed to building upon your existing technical and soft skills. You view
challenges as an opportunity for personal and professional development.

We Hope You’ll Like Our:

• Culture that supports true collaboration.

• Approach to personal development where we encourage individuals to grow and share what they’ve learned.

• Social events, both within the department and across the company.

• Generous annual leave and wider circle employee benefits.

• Additional one day off to celebrate your birthday.

• Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness and Mintel Gives).

• Giving back is part of our culture with this in mind, Mintel gives employee 2 days leave per year to join local volunteering activity organised by our Mintel Gives (where applicable).

• Mental health and wellbeing support via Modern Health App.

• Beautifully designed offices to foster collaboration and fun.

#LI-DB