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

Onnec; Kuala Selangor; On-site; MYR 60,000 - 75,000; Full time

Job summary

ONNEC Group in Malaysia is seeking an APAC Service Desk Support Engineer to provide 1st/2nd line IT support across project sites and regional offices. You will handle end-user devices, Microsoft 365, and incident management in line with ITIL-aligned processes.

The role focuses on onboarding/offboarding, device builds, access management, and working across time zones to support APAC users with professionalism and clarity.

Qualifications

• Experience providing 1st/2nd line IT support in a corporate environment.
• Familiarity with Windows 10/11, Microsoft 365 apps and device provisioning.
• Knowledge of ITIL processes and incident management.

Responsibilities

• Provide 1st and 2nd line support for APAC users across project sites, regional offices and remote locations.
• Act as first point of contact via phone, email, Teams, and service management systems.
• Log, categorize, prioritize, and resolve incidents with clear documentation.
• Keep stakeholders informed and escalate as needed.
• Support onboarding, leaver processing, and device builds.
• Administer Microsoft 365, Entra ID/AD, and Halo within IT controls.
• Assist with site connectivity and access issues.
• Identify recurring issues and contribute to knowledge base improvements.
• Follow ITIL-aligned processes for incident, request, change, and asset management.

Skills

Windows 10/11

Microsoft 365

Outlook

Teams

SharePoint

OneDrive

End-user support

Endpoint hardware

Tools

Halo

Entra ID

Active Directory

Job description

ONNEC Group in Malaysia is seeking an APAC Service Desk Support Engineer to provide 1st/2nd line IT support across project sites and regional offices. You will handle end-user devices, Microsoft 365, and incident management in line with ITIL-aligned processes.

The role focuses on onboarding/offboarding, device builds, access management, and working across time zones to support APAC users with professionalism and clarity.