Resident IT Support Engineer

About the role

Provide onsite Level 1 IT support to end users, troubleshooting desktop, laptop, hardware, software, printer, network connectivity and peripheral issues. Perform installation, configuration and basic maintenance of end-user devices, and provide basic support for Microsoft 365 and related applications.

Key responsibilities

• Provide onsite Level 1 IT support to end users

• Troubleshoot desktop, laptop, hardware, software, printer, network connectivity and peripheral issues

• Perform installation, configuration and basic maintenance of end-user devices

• Provide basic support for Microsoft 365 and related applications

• Log, update and manage incidents/service requests using the customer's helpdesk system

• Perform basic user account, password and access-related support

• Escalate unresolved or complex issues to the relevant L2/L3 support teams

• Follow customer IT procedures, SLA and escalation processes

• Maintain good communication and working relationships with users and other support teams

About you

• Experience in IT Helpdesk / Desktop Support / End User Support / L1 IT Support

• Good knowledge of Windows OS, Microsoft Office/Microsoft 365, desktops, laptops and printers

• Basic knowledge of Microsoft 365 Admin Center

• Basic networking and troubleshooting knowledge

• Familiarity with helpdesk/ticketing systems is an advantage

• Good communication and interpersonal skills

• Must be able to speak, read and write in Mandarin, as the role requires communication and support in Mandarin

• Able to communicate in English and Bahasa Malaysia

• Able to work independently in an onsite customer environment

• 5 years of IT experience preferred