IT Support Engineer
Job Summary
This role provides first-level technical support for end-users, managing hardware, software, and Microsoft 365 issues. You will handle user onboarding, IT asset management, and coordinate infrastructure support for printers, telephony, and AV systems. The position requires strong troubleshooting skills and proficiency in both Mandarin and Bahasa Malaysia.
Responsibilities
- Provide first-level technical and helpdesk support
- Manage IT asset inventory and procurement
- Support user onboarding, offboarding, and training
- Maintain meeting room AV and collaboration tools
- Coordinate with vendors for infrastructure repairs
Required Skills
- Proficiency in Mandarin and Bahasa Malaysia
- Windows OS and Microsoft 365 expertise
- Experience with ITSM ticketing (ServiceNow)
- Hardware and network (LAN/Wi-Fi) troubleshooting
- Strong communication and customer service skills
Job Details
IT Helpdesk & End-User Support
- Provide first-level technical support for desktops, laptops, mobile devices, and peripheral equipment.
- Troubleshoot hardware, software, operating system, and Microsoft 365-related issues.
- Support incident, service request, and inquiry management through ticketing systems such as ServiceNow.
- Escalate unresolved issues to second-level support teams with complete and accurate documentation.
- Ensure timely resolution of IT-related issues to minimize business disruption.
User Onboarding & Offboarding
- Prepare and configure IT equipment for new employees, including PCs, laptops, mobile devices, and user accounts.
- Support employee onboarding and offboarding processes, including equipment collection and reconfiguration.
- Coordinate with regional IT teams to ensure compliance with corporate IT standards.
IT Infrastructure & Equipment Support
- Provide basic troubleshooting and support for Multi-Function Printers (MFP), PBX and telephony systems, meeting room technology, and network connectivity (LAN/Wi-Fi).
- Coordinate with vendors for equipment maintenance, repairs, and issue resolution.
- Assist with equipment replacement, disposal, upgrades, and lifecycle management.
IT Asset & Procurement Management
- Maintain accurate records of IT assets, mobile devices, SIM cards, licenses, and related inventories.
- Support procurement, renewal, and contract management of IT equipment and services.
Knowledge Management & User Training
- Deliver IT orientation programs for new employees and conduct basic training sessions.
- Maintain and update IT knowledge base articles and user guides.
Meeting Room & Collaboration Technology Support
- Support video conferencing systems, presentation equipment, and collaboration tools.
- Perform routine checks and maintenance to ensure meeting room readiness.
Global & Regional Project Support
- Assist in the execution of global and regional IT initiatives and act as a liaison between local business users and global IT stakeholders.
Requirements
- Diploma or Bachelor's Degree in IT, Computer Science, or related field.
- Minimum 2–5 years of experience in IT Helpdesk, Support, or EUC.
- Strong knowledge of Windows OS, Microsoft 365, and hardware troubleshooting.
- Proficient in Mandarin and Bahasa Malaysia.
- Experience with ServiceNow, Active Directory, and ITIL concepts is an advantage.
Contract Terms
- Contract Term: 1-year renewable contract (renewed annually)
- Working Schedule: 5 days per week, 8 hours per day