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Information Technology Support Engineer

Information Technology Support Engineer

HTC Global ServicesKuala Lumpur, Kuala Lumpur, Malaysia
1 day ago
Job description

Senior Consultant - TCMG at HTC Global Services

Key Responsibilities

  • Provide remote and on-site support to global end-users via phone, email, chat, and ticketing systems.
  • Troubleshoot and resolve issues related to Office 365, Active Directory, Windows OS (7 / 10 / 11), Mac OS, Apple and Android devices.
  • Support and configure network connectivity including TCP / IP, DHCP, Ethernet, and Wi-Fi troubleshooting.
  • Manage user accounts, access rights, and permissions in Active Directory and other identity systems.
  • Handle installation, configuration, and troubleshooting of hardware, software, and peripherals (printers, scanners, mobile devices).
  • Perform basic networking support and escalate complex issues to higher-level teams when necessary.
  • Ensure SLA compliance by monitoring, documenting, and resolving incidents in ITSM tools (e.g., ServiceNow, Remedy, JIRA).
  • Support security and connectivity solutions including VPNs, MDM, 2FA, endpoint security tools.
  • Participate in patch management, preventive maintenance, and system updates to maintain optimal system performance.
  • Collaborate with vendors and cross-functional teams to resolve infrastructure or application issues.
  • Provide clear communication and guidance to users at different levels of IT knowledge.
  • Contribute to continuous service improvement, accurate reporting, and knowledge base updates.

Requirements

  • Strong technical background in MS Office 365, Mobile Device Management, 2-Factor Authentication (2FA), Active Directory, Windows 7 / 10 / 11, Mac OS, Apple & Android products.
  • Basic networking troubleshooting skills, including TCP / IP, DHCP, Ethernet, Wi-Fi.
  • At least 2–3 years of IT Service Support experience.
  • Strong communication skills to adapt to varying user knowledge levels.
  • Demonstrated customer-oriented approach with ability to understand user needs and provide effective solutions.
  • Ability to operate within structured frameworks to deliver high-quality work and accurate reporting.
  • Strong attention to detail.
  • Proficiency in written and verbal English.

    • Ideal Requirements

  • 3+ years of IT Service Support experience based on ITIL framework.
  • Strong problem resolution and troubleshooting skills.
  • Hands-on experience with cloud services (Office 365, Azure, or similar).
  • Knowledge of ITSM tools (e.g., ServiceNow, Remedy, JIRA)

    • Seniority level : Associate

    Employment type : Contract

    Job function : Information Technology

    Industries : IT Services and IT Consulting

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