Senior Support Engineer (MY)

HCL Technologies
HCL Technologies

Customer Service

Posted on Jul 22, 2026

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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