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Sunbytes

Service Desk Agent

Sunbytes

Service Desk Agent providing technical support across Southeast Asia. First point of contact for end-users troubleshooting issues and ensuring smooth IT operations.

Posted 7/21/2026full-timeRemote • 🇲🇾 MalaysiaJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in IT Service Desk operations, including user account management in Active Directory and troubleshooting Windows 10/11 issues. Fluent in Mandarin and English, providing effective communication and support to users.

Highest-signal resume keywords
Active Directory ManagementWindows 10/11 TroubleshootingVPN Connection SupportBilingual CommunicationService Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
User Account ManagementPassword ResetWindows SupportSoftware InstallationDriver UpdatesVPN TroubleshootingWi-Fi Issue Resolution
Soft Skills
PatientPoliteEager to HelpGood Time ManagementIndependent Research
Tools & Technologies
Ticket SystemEmail SupportPhone Support
Industry Keywords
IT Service DeskHelpdesk RoleEnd-User Support

About the role

Key responsibilities & impact
  • First-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.

Requirements

What you’ll need
  • 1–2 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.

Benefits

Comp & perks
  • Leave: 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.