IT Support Engineer

IT Support Engineer

Department :

IS - Service Delivery Employment Type :

Permanent - Full Time Location :

Malaysia / Kuala Lumpur Reporting To :

IT Operations Manager, APAC Compensation :

RM4,500 - RM6,500 / month

Description

The IT Support Engineer is responsible for resolving incidents and fulfilling Service Requests. Ensuring that they follow predefined processes, procedures and guidelines to meet customer needs.

The IT Support Engineer position is an exciting opportunity that has been created due to ongoing expansion of our office in Malaysia. Working with best of breed technologies in a fast paced, vibrant working environment, the position offers a great opportunity to build and develop new skills, as well as opportunities to work with colleagues abroad on technology-based projects. Key Responsibilities

Using ITSM platform ServiceNow for the resolution of Level 2 Incidents and fulfilment of Service Requests within SLA.

Installing, configuring, diagnosing, repairing, maintaining and upgrading of all IT hardware and supporting applications to ensure optimal performance whilst managing stakeholders’ expectations.

Administration and support of Windows 10 / 11, MS Azure Suite including Entra, Defender, Autopilot etc., PatchMyPC, VMware, Office 365, RingCentral Cloud Telephony, Oracle JDEdwards and other Oracle cloud-based apps.

Managing and maintaining accurate IT hardware, software and licence data for all assets under their remit.

Working with vendors to ensure services and assets are available and delivered in a timely manner.

Working with Dell hardware and peripherals including imaging and support of both onsite and remote field-based devices.

Ordering, setup and support of Apple and Android devices.

Administration of local Printer and Video conferencing solutions.

Support of Infrastructure Management team to ensure server, communication, and infrastructure work is carried out, and hardware maintained.

Testing and updating of local Disaster Recovery plans in line with business needs.

Defining and executing improvement actions; documenting IT technical guides and contributing to reporting statistics as required.

Supporting local, regional, and global IT and Information Security projects as required. Skills, Knowledge & Expertise

REQUIRED EXPERIENCE AND QUALIFICATIONS

5 years’ relevant experience in IT end user computing and infrastructure support.

Experience with various version of Windows Desktop OS. Windows 10 / 11 qualified preferred.

Experience with Windows Server, MS Azure Suite and file server management.

Experience with O365, MS Intune including Entra and Defender, preferably qualified.

ITIL Foundation preferred.

Experience with Active Directory.

Experience with Web Filtering solutions such as Cisco Umbrella.

Knowledge of comms room daily management.

Experience with typical desktop software (Bitlocker encryption, browsers, VPN)

Knowledge of telecoms and unified communication solutions.

Knowledge of network troubleshooting for PCs and peripherals, configurations management, DNS, DHCP and TCP / IP connectivity.

Strong understanding of IT Service Management for Incident, Change and Configuration Management.

REQUIRED SKILLS AND COMPETENCIES

Excellent Customer Service skills with proven ability to communicate effectively at all levels and manage stakeholders’ expectation.

Excellent troubleshooting capabilities.

Good Technical mindset.

Strong analytical and problem-solving abilities, with good attention to details.

Self-starter, ability to take initiative and work independently under minimal supervision.

Self-starter, able to work independently under minimal supervision.

Team player with collaborative mindset.

Experience working in an MNC environment.

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