Desktop Support / Resident Engineer
Salary: RM 3,500 – RM 4,500 per month
Contract: 6 months renewable
Role Purpose
The Resident Engineer provides on-site End-User Services (EUS) support to ensure stable, secure, and efficient IT operations within the Nestlé environment. The role focuses on hands-on desktop support, asset lifecycle management, and adherence to Nestlé IT standards, security policies, and SLA commitments.
Key Responsibilities
End-User & Desktop Support
Provide on-site Level 1 / Level 2 support for end-user devices including laptops, desktops, monitors, printers, mobile devices, and peripherals
Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in accordance with agreed SLAs
Support Windows OS, Microsoft 365, standard Nestlé-approved applications, and endpoint security tools
Incident, Request & SLA Management
Log, update, and resolve incidents and service requests via the designated ITSM tool
Prioritise and manage tickets according to severity, impact, and urgency
Escalate unresolved issues to regional or global support teams when required
Asset & Lifecycle Management
Perform asset tagging, inventory tracking, and reconciliation in line with Nestlé asset management policies
Support device refresh, deployment, relocation, and decommissioning activities
Maintain accurate asset records and support periodic audits
User Onboarding & Offboarding
Prepare, configure, and hand over IT equipment for new joiners
Support user offboarding activities including device collection and access coordination
Ensure compliance with Nestlé security and data protection standards
Site & Operational Support
Provide hands-on support for activities requiring physical presence (desk moves, site moves, hardware replacement)
Support local projects such as office moves, refresh programs, and infrastructure upgrades
Coordinate with facility teams, vendors, and service providers where required
Compliance, Security & Documentation
Adhere strictly to Nestlé IT policies, security standards, and compliance requirements
Follow standard operating procedures (SOPs) and change management processes
Prepare operational reports, handover notes, and service documentation as required
Transition & Training
Participate in transition and knowledge transfer activities prior to service commencement
Attend mandatory Nestlé training, security briefings, and compliance sessions
Support service stabilisation during go-live and early operational phases
Required Qualifications & Experience
Diploma or Degree in Information Technology or related discipline
3-5 years of experience in on-site desktop / field support roles
Strong hands-on experience with Windows OS, Microsoft 365, and endpoint devices
Familiarity with ITSM tools and SLA-driven service environments
Good communication skills and professional customer-facing manner
Preferred Skills
ITIL Foundation certification
Experience supporting large enterprise or multinational environments
Experience working under strict SLA, compliance, and audit requirements