IT Support Engineer

About the role

The IT Support Engineer provides first- and second-level support for hardware, software, network and account issues through the helpdesk, by phone, remotely and on-site. The role involves administering user accounts, groups, permissions and licences in Microsoft 365 and Active Directory / Entra ID, monitoring and troubleshooting LAN, Wi-Fi, VPN, firewalls and internet links across multiple sites, and supporting business applications such as ERP, CMMS and contract management systems. The IT Support Engineer also applies endpoint protection, email security and access-control policies, maintains IT hardware and software inventory, and participates in IT projects such as system rollouts, hardware refreshes and office moves.

Key responsibilities

• Provide first- and second-level support for hardware, software, network and account issues through the helpdesk, by phone, remotely and on-site.
• Log, prioritise and resolve tickets within agreed service levels, and escalate complex issues to the relevant internal teams or vendors.
• Set up, configure and deploy laptops, desktops, printers, mobile devices and peripherals for new joiners, and handle offboarding and equipment recovery.
• Support staff at depots and terminals, including operational systems used by frontline teams.
• Administer user accounts, groups, permissions and licences in Microsoft 365 and Active Directory / Entra ID.
• Monitor and troubleshoot LAN, Wi-Fi, VPN, firewalls and internet links across multiple sites.
• Carry out routine maintenance, patching and backup checks on servers, endpoints and network equipment.
• Support business applications such as ERP, CMMS and contract management systems, working with application owners and vendors.
• Apply endpoint protection, email security and access-control policies consistently.
• Maintain an accurate inventory of IT hardware, software and licences.

About you

• Diploma or degree in Information Technology, Computer Science, Computer Engineering or a related field.
• At least 2 years of working experience in IT support, helpdesk or desktop/network support.
• Good working knowledge of Windows 10/11, Microsoft 365, Active Directory and basic networking (TCP/IP, DNS, DHCP, VLANs, VPN).
• Experience in a multi-site environment, ideally in transport, logistics or operations-heavy industries.
• Exposure to firewalls (Fortinet, Check Point or similar), backup solutions (e.g. Veeam) or cloud platforms (AWS / Azure).
• Hands-on experience troubleshooting hardware, printers, mobile devices and common business applications.
• Familiarity with ticketing systems such as Jira Service Management and OS Ticketing.
• Basic understanding of cyber security practices, including endpoint protection, MFA and phishing awareness.
• Clear communication in English and Bahasa Malaysia, with a patient, service-oriented approach towards non-technical users.
• Able to work independently, manage several issues at once and document work properly.

About us

Handal Indah Sdn Bhd is located in Johor.