APAC IT Service Desk Engineer - 1st/2nd Line Support

Onnec; Malaysia; On-site; MYR 42,000 - 66,000; Full time

Job summary

ONNEC Group is seeking a Service Desk Engineer to deliver high-quality 1st and 2nd line IT support across Malaysia and the APAC region. You will handle incidents, onboarding, device provisioning and basic AD/Entra ID administration while aligning with Group IT policies and security requirements.

You will communicate with users across project sites, regional offices and remote locations, maintaining escalation-ready tickets and contributing to knowledge base improvements.

Qualifications

• Good working knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, printers, mobile devices, endpoint hardware and practical support for users working in site-based operational environments.
• Understanding of Active Directory or Entra ID administration, password resets, group membership, basic networking, ticketing systems such as Halo, ITIL, Microsoft or CompTIA certification is beneficial.

Responsibilities

• Provide 1st and 2nd line support for APAC users across project sites, regional offices and remote locations, covering desktops, laptops, mobiles, printers, meeting room technology, Microsoft 365, approved applications, connectivity and basic server or system issues.
• Act as a professional first point of contact for APAC users via phone, email, Teams and the IT service management system, ensuring timely support across regional time-zone requirements and site operating patterns.
• Log, categorise, prioritise, update and resolve incidents and service requests with clear notes, actions taken, resolution details and appropriate linkage to site, project, asset or user impact.
• Keep users, site contacts and project stakeholders informed, manage expectations and take ownership of assigned tickets through to resolution or appropriate escalation to Group IT, Service Desk, infrastructure, security, business systems or suppliers.
• Support APAC onboarding, leaver processing, access requests, device builds, laptop preparation, software installation, equipment deployment and local asset handling for office and project-site users.
• Carry out basic administration across Microsoft 365, Entra ID or Active Directory, endpoint management tools, Halo and standard business applications within agreed Group controls and access permissions.
• Support project-site technology readiness, including user devices, shared equipment, printing, Wi‑Fi or connectivity checks, mobile connectivity, site access or time and attendance support where IT input is required.
• Identify recurring APAC and project-site issues, document trends, improve knowledge articles and user guidance, and feed practical improvement opportunities into the APAC Regional IT & Project Manager and Group Service Desk Manager.
• Follow ITIL-aligned incident, request, change, asset and escalation processes, ensuring APAC activity remains aligned to Group IT policies, cybersecurity, data protection, audit and compliance requirements.

Skills

Windows 10/11

Microsoft 365

Outlook

Teams

SharePoint

OneDrive

End-user support

Active Directory / Entra ID

Networking basics

Halo

ITIL / CompTIA certs beneficial

Tools

Halo

Job description

ONNEC Group is seeking a Service Desk Engineer to deliver high-quality 1st and 2nd line IT support across Malaysia and the APAC region. You will handle incidents, onboarding, device provisioning and basic AD/Entra ID administration while aligning with Group IT policies and security requirements.

You will communicate with users across project sites, regional offices and remote locations, maintaining escalation-ready tickets and contributing to knowledge base improvements.