IT Service Desk Hotline Engineer
KUKA ·
- Employment
- Full time
- Category
- Support
- Experience
- 1+ years
Discover your impact with KUKA Group
KUKA Group offers an enormous spectrum of possibilities to advance your career, live your passions and unlock your potential. We´re one of the world's leading automation specialists, offering global opportunities in areas such as robotics, automation, logistics, software solutions and electronics. If you´re a go-getter, a visionary with bold ambitions and believer in collaboration and mutual respect, then you're poised for success here at KUKA Group.
Description
We’re hiring: IT Service Desk Hotline Engineer | KUKA Robotics Malaysia
KUKA Robotics Malaysia is looking for an IT Service Desk Hotline Engineer to join our IT Service Desk / Global IT Infrastructure team.
This role will be the first point of contact for users, providing L1 IT support through hotline, email, self-service portal, ITSM channels, and other digital support platforms. The position focuses on accurate ticket intake, first-contact troubleshooting, clear user communication, proper escalation, and maintaining high service quality in a shift-based support environment.
Make an impact
- Handling hotline calls and IT support requests professionally
- Logging, categorizing, prioritizing, and assigning tickets accurately
- Troubleshooting common IT issues related to Windows, Microsoft 365, Outlook, Teams, VPN, MFA, printers, basic networking, and enterprise applications
- Supporting incident management, request fulfilment, SLA follow-up, and escalation to L2/L3 resolver teams
- Maintaining clear ticket documentation and contributing to knowledge articles
- Ensuring compliance with IT security, data protection, and access control processes
What you need to succeed
We’re looking for someone with 1–3 years of experience in IT Service Desk, helpdesk, desktop support, NOC, or customer-facing IT support, with strong communication skills, good troubleshooting fundamentals, and a service-minded attitude. Experience with ITSM tools such as Freshservice, remote support tools, telephony/contact-center tools, Microsoft 365, Entra ID, Intune, or ITIL-based processes would be an advantage. If you enjoy helping users, solving IT issues, working in a structured support environment, and being part of a global IT operation, this could be a great opportunity.
Location: KUKA Malaysia
Employment type: Full-time, shift-based operations
DEI (Diversity, Equity, and Inclusion) statement
Our core belief is in treating each other with kindness, an open mind, and mutual respect, creating an environment where everyone feels empowered to bring their authentic selves to work.
KUKA Group is a company committed to equal opportunities. We manage every application with meticulous care and consideration - with a decision-making process that pays no heed to your origin, educational background, age, gender, sexual orientation, or your religious or political beliefs. If you join KUKA Group, you will have ample opportunities to share what motivates you and what defines your individuality.
Join the journey!
If you think a career with KUKA Group could be what you are looking for, we´d love to hear from you. We´re looking forward to receiving your application!