- Petaling Jaya Selangor Malaysia
Iron Systems, Inc Hiring! Full Time Desktop Engineer L1 in Selangor - Ricebowl
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Working Location
Job Description
Responsibilities
Key Responsibilities
- Perform dispatch/desktop support by attending user locations for issues that cannot be resolved remotely.
- Analyze and fix errors for end-user devices in scope (Laptops, Desktops, Printers, Docking stations, peripherals, and mobile phones).
- Replace or install hardware component/device according to instructions.
- Perform regular, scheduled maintenance on the IT infrastructure (health checks).
- Swap out non-functional end-user devices with replacements and perform basic data transfer from the old device to the new one to ensure continuity
- Install and connect new hardware for users (install).
- Set up and connect new hardware for users, ensuring proper functionality.
- Install additional peripherals such as monitors or docking stations as needed.
- Dismantle and reassemble IT workstations during relocations (Move).
- Coordinate with remote teams for support escalations and keep users informed of progress.
- Modify or upgrade existing hardware configurations based on user requirements.
- Install or configure software locally when remote deployment or troubleshooting has failed.
- Perform regular system health checks.
- Ensure antivirus definitions and patches are up to date.
- Provide end users with basic training and hands-on guidance on newly installed hardware or software.
- Test the implemented solution with the end user and have them confirm that it is functional.
- Document the assignment (tasks performed, replacement parts used, serial numbers, time spent) in the ITSM ticket.
- Update the status of the affected asset in the CMDB/asset management database (e.g., assign new device to user, set old device to "defective").
- Close the ticket in the system or, if necessary, reassign it to another group (e.g., Remote Desk for a software adjustment).
- Conference Room Support and Other Support
- Schedule regular maintenance and check-ups on including Audio, Video media to prevent issues before they arise.
- Provide immediate support for any technical issues during meetings
- Schedule regular maintenance and check-ups to prevent issues before they arise.
- Create and document the processes to enable IMAC execution for each software and/or equipment component and obtain client approval for such processes and documentation.
- Site-specific tribal knowledge must be documented to ensure continuity, reduce dependency on individuals, and support knowledge transfer.
- Maintain and update a list of business owners, contacts, and sites for business-specific configuration and non-standard configuration.
- Up-to-date SOPs and KB articles related to operational activities performed to deliver the service across the various support tiers.
- Documentation & license management of non-standardized/non-centralized applications or processes.
- Installing network printers in client locations, making sure that they are connected to the network and can be used by applications.
- Maintaining a list of network printers and resources (such as electronic forms required, etc.) used by the network printers.
- In case of hardware issues, contact OEM for resolution
- Coordinating with Active Directory management groups to provide access to network printing resources.
- Upon receiving and verifying a valid Incident and Service Request, provide the necessary technical support to complete the service request or incident
- Review and provide input on the local site-specific details for the documentation.
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