全职 Desktop Support Engineer 工作, 薪水 up to MYR 6,651.11, Intersoftkk Singapore Pte Ltd Federal Territory 公司招聘中 - Ricebowl

Desktop Support Engineer – Job Description

Position: Desktop Support Engineer
Level: L1/L2
Location: Kuala Lumper and Penang
Employment Type: Contract]
Working Hours: [Normal working hours / 24×7 support]

Job Summary

We are looking for a Desktop Support Engineer to provide on-site IT support to end users and ensure the smooth operation of desktop, laptop, hardware, software, and network-related services.

The successful candidate will be responsible for troubleshooting technical issues, supporting users, managing IT equipment, and ensuring incidents are resolved within the agreed SLA.

Key Responsibilities

• Provide L1/L2 desktop and end-user support for hardware and software issues.
• Troubleshoot desktops, laptops, monitors, printers, mobile devices, and other IT peripherals.
• Diagnose and resolve issues involving:
• Windows operating systems
• Microsoft 365 applications
• Outlook and email
• VPN and network connectivity
• Wi-Fi and LAN connectivity
• Printers and peripheral devices
• User access and authentication
• Perform PC imaging, reimaging, operating system installation and software deployment.
• Troubleshoot system errors, including blue screen, application failures, driver issues and performance problems.
• Install, configure and maintain desktops, laptops and other IT equipment.
• Perform hardware replacement and basic hardware troubleshooting.
• Create, update and maintain IT asset and inventory records.
• Log, monitor and update incidents and service requests in the ITSM/ticketing system.
• Escalate complex or unresolved incidents to the appropriate L2/L3 support teams.
• Follow incident, change and problem management procedures.
• Ensure incidents are resolved within the agreed SLA and operational requirements.
• Provide on-site support and coordinate with users, vendors and other IT teams where required.
• Support new-user onboarding, equipment deployment and employee offboarding.
• Maintain proper documentation of troubleshooting activities and resolutions.
• Participate in shift, on-call or weekend support when required by the customer or project.

Required Skills & Experience

• Diploma, degree or equivalent qualification in IT, Computer Science or a related field.
• 2–5 years of experience in desktop support, service desk or IT infrastructure support.
• Strong troubleshooting skills in Windows desktop environments.
• Experience supporting Microsoft 365, Outlook, Teams and other common enterprise applications.
• Knowledge of basic networking concepts such as TCP/IP, DNS, DHCP, LAN and Wi-Fi.
• Experience with PC/laptop hardware troubleshooting and replacement.
• Experience with system imaging and reimaging.
• Familiarity with ITSM/ticketing tools.
• Good understanding of ITIL-based support processes is an advantage.
• Good communication and customer-service skills.
• Ability to work independently and as part of a team.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft certifications
• ITIL Foundation
• Other relevant desktop/infrastructure certifications

Key Competencies

• Strong problem-solving and analytical skills
• Good communication and interpersonal skills
• Customer-focused attitude
• Ability to work under pressure
• Good documentation skills
• Ability to prioritise incidents based on business impact
• Willingness to work shifts or on-call support where required

Performance Expectations

The Desktop Support Engineer is expected to:

• Respond to incidents within the required SLA.
• Maintain accurate ticket and support documentation.
• Minimise user downtime through effective troubleshooting.
• Follow customer and company security procedures.
• Maintain professional communication with end users and customer representatives.
• Ensure all assigned support tasks are completed within the agreed timeframe.

Pay: RM2,048.77 - RM6,651.11 per month

Work Location: In person