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

Onnec; Shah Alam; On-site; MYR 67,000 - 100,000; Full time

Job summary

ONNEC Group seeks a Service Desk Support Engineer to provide high-quality 1st and 2nd line IT support for APAC users across Malaysia, project sites, regional offices and remote locations. You will help with device provisioning, software installation and connectivity, while following ITIL aligned processes and group security standards.

You will act as the initial contact via phone, email, Teams, and ticketing systems, ensuring timely responses across time zones and site patterns.

Qualifications

• Experience in service desk or deskside IT support across APAC or similar regions.
• Knowledge of Windows 10/11, Microsoft 365 suite and end-user hardware.
• Familiarity with ITIL processes and ticketing systems.

Responsibilities

• Provide 1st and 2nd line IT support for APAC users across project sites, regional offices and remote locations.
• Log, categorize, prioritize, update and resolve incidents and service requests with clear notes.
• Escalate to Group IT or suppliers as needed and keep stakeholders informed.
• Assist with onboarding, leaver processing, device builds and software installation.

Skills

Windows 10/11

Microsoft 365

Outlook

Teams

SharePoint

OneDrive

Printers

Mobile devices

Endpoint hardware

ITIL

Entra ID

Active Directory

Halo ITSM

Tools

Halo ITSM

Job description

ONNEC Group seeks a Service Desk Support Engineer to provide high-quality 1st and 2nd line IT support for APAC users across Malaysia, project sites, regional offices and remote locations. You will help with device provisioning, software installation and connectivity, while following ITIL aligned processes and group security standards.

You will act as the initial contact via phone, email, Teams, and ticketing systems, ensuring timely responses across time zones and site patterns.