Service Desk Agent (L1)

Location:
Remote Full-time

Department:
Service Desk

Working hours
: 24x7 shifts (8-hour shifts) including weekend & night (max 45 hours per week)

About Sunbytes

Sunbytes is a leading
Tech & Talent Solutions
company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment.

About the Opportunity

Sunbytes is seeking a
Service Desk Agent
to support our IT operations across Southeast Asia. As the first point of contact for end users, you will play a key role in delivering timely, professional technical support and ensuring a smooth daily IT experience. In this role, you will handle incoming inquiries, troubleshoot common hardware/software issues, and provide clear guidance to users while upholding our service standards and customer satisfaction levels.

Key Responsibilities

• 
  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

Job Requirements

• 
  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

Benefits

• 
  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.