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