Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. As a Remote Service Desk Support Analyst, you will be part of our Modern Workspace Managed Services team and play a vital role in ensuring our clients receive a best-in-class Service Desk experience. Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today. Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else. What you'll do Responsibilities: - Deliver a friendly and high-quality On-call and Service Desk experience to our clients - Communicate with end users either via phone, email, or live chat as required - Available remotely 5 days/week for regular shift coverage - Available to support shift work, as well as additional shifts as outlined for afterhours coverage as specified by client contracts and requirements - Provide effective troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, Virtual Desktop Infrastructure, smartphones/tablets, end user applications, enterprise applications - Addressing user issues related to Microsoft 365 applications (e.g., Outlook, Teams, SharePoint, OneDrive, Microsoft Entra ID and other M365 applications) - Contribute to team innovation through ideas for process improvement and efficiency - Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements - Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow) - Participate in projects and other initiatives as requested by your supervisor - Build relationships with customers - Maintain a positive and collaborative attitude with all coworkers and customers - Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays What you need to succeed Must-have - Bilingual (English & Canadian French) - Exceptional customer service and interpersonal skills, with a focus on rapport-building - Experience in supporting end users in a technology/service desk role - 2+ years of Service Desk or other End User Support operations experience - Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support - In-depth knowledge of M365 services such as Exchange Online, SharePoint, OneDrive, Teams, Microsoft Entra ID and other M365 applications. - In-depth knowledge of Virtual Desktop Infrastructure - Ability to clearly communicate in verbal and written formats - Proven analytical and problem-solving abilities - Ability to effectively prioritize and execute tasks in a fast-paced environment - Experience working in a team-oriented, collaborative environment - Ability to get up to speed with the organization quickly - Ability to remain calm in a fast-paced work environment - Diligence to adhere with pre-defined Service Level Agreements - Ability to obtain and maintain Canadian Security Clearance - Ability to work outside regular business hours is required Nice-to-have - Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications CDW is committed to being an AI-fluent organization We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice. About Us CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

Role Description As a valued member of our Global Support team, your primary responsibility will be to provide remote assistance to customers in resolving TiDB/TiDB Cloud issues. You will play a crucial role in ensuring customer satisfaction by delivering effective and timely support. Responsibilities - Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, and assisting customers in issue resolution. - Consult and collaborate with engineers within the team or across teams to address customer issues. - Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences. - Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations. Qualifications - Bachelor's degree or higher in computer science or a related field from a nationally accredited institution. - Fluent in writing and speaking in both Chinese and English is a must. - Open to new graduates and experienced candidates with 2-5 years of working experience in database technical support or related roles. - Proficiency in the operational mechanisms and management of relational databases such as MySQL/Oracle; experience with NoSQL, NewSQL, or related technologies is a plus. - Familiar with Linux/Unix operating systems, understanding of common database business system architectures, and strong experience in troubleshooting and handling major faults. - Strong ability to learn quickly, excellent problem analysis and resolution skills, and the ability to work in a multi-threaded environment; capable of handling urgent situations proactively. - Excellent communication skills, a strong sense of work responsibility, and a collaborative spirit within the team. Benefits - This job can work remotely within Malaysia, not necessarily in Selangor, MY. - We encourage people from underrepresented groups to apply.

• Handle customer and internal user requests via chat, email, and occasionally phone calls in English. • Provide consultations regarding our products and services in Edge Network. • Conduct technical diagnostics to resolve issues, gather information about customer and user incidents, and escalate to higher levels of technical support if needed. • Address complex technical issues and provide timely, effective solutions while considering the impact on customers' business operations, based on internal documentation. • Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences, sharing knowledge and expertise with other team members to enhance overall support capabilities.

• Provide exceptional technical support to customers, partners, and field engineers via email, phone, and screen shares • Respond with professional updates to customers via the support system within agreed SLAs • Ability to troubleshoot and resolve customer issues in a timely manner • Create and publish articles for Flexera’s Knowledge Base • Communicate effectively with Product Management and Engineering regarding defects and enhancement requests • Ability to work after-hours support when necessary