EJAmerica Hiring! Full Time EUC Support Engineer in Pulau Pinang - Ricebowl

Position: EUC Support Engineer – L1/L2

Location: Penang, Malaysia

Work Location: Manufacturing Site

Experience: 2–6 years

Employment Type: Contract / Permanent

Role Overview

We are looking for an EUC Support Engineer (L1/L2) to provide end-user computing and onsite IT support at a manufacturing facility in Penang, Malaysia. The role will be responsible for troubleshooting hardware, software, operating system, endpoint, and user-related issues while ensuring timely resolution and a high level of user satisfaction.

Key Responsibilities

• Provide L1/L2 technical support for desktops, laptops, workstations, peripherals, and other end-user devices.
• Troubleshoot and resolve Windows OS, Microsoft 365, applications, network connectivity, and endpoint-related issues.
• Perform installation, configuration, troubleshooting, and maintenance of laptops, desktops, printers, scanners, monitors, and other peripherals.
• Support user account, password, access, and basic Active Directory-related issues.
• Handle incidents and service requests through ServiceNow or other ITSM tools.
• Perform hardware break/fix, software installation, patching, and troubleshooting.
• Support Microsoft Intune / SCCM / Endpoint Management activities, where applicable.
• Assist with device provisioning, imaging, deployment, and asset management.
• Troubleshoot issues related to VPN, Wi-Fi, LAN, Microsoft Teams, Outlook, OneDrive, and other Microsoft 365 applications.
• Provide onsite support to users within the manufacturing environment.
• Coordinate with L2/L3 teams, infrastructure teams, application teams, and vendors for complex issues.
• Follow ITIL-based incident, request, problem, and change management processes.
• Maintain accurate documentation of incidents, solutions, knowledge articles, and asset records.
• Ensure compliance with company IT security, endpoint, and access-control policies.
• Support IT activities related to new user onboarding, employee movement, device replacement, and offboarding.
• Participate in shift/on-call support, if required by the manufacturing site.

Mandatory Skills

• 2–6 years of experience in EUC / Desktop / End User Support.
• Strong hands-on experience with Windows 10/11 troubleshooting and administration.
• Good knowledge of Microsoft 365 applications – Outlook, Teams, OneDrive, Word, Excel, etc.
• Experience in desktop/laptop hardware and peripheral troubleshooting.
• Knowledge of Active Directory, user accounts, password resets, and access management.
• Experience with ITSM tools such as ServiceNow.
• Basic understanding of LAN, Wi-Fi, VPN, TCP/IP, DNS and DHCP.
• Experience with software installation, patching, imaging and device deployment.
• Good troubleshooting and problem-solving skills.
• Strong communication and customer-service skills.
• Ability to work independently in an onsite manufacturing environment.

Good to Have

• Experience with Microsoft Intune / SCCM / MECM.
• Knowledge of Azure AD / Microsoft Entra ID.
• Experience with Windows Autopilot.
• Knowledge of Active Directory Group Policy (GPO).
• Experience supporting Apple/macOS or mobile devices.
• ITIL Foundation certification.
• Previous experience working in a manufacturing / factory / enterprise environment.