Cloud And Infrastructure Engineer, (Service Desk Engineer - 24/7 Shift)

Doherty IT Solutions; Kuala Lumpur; Hybrid; MYR 60,000 - 80,000; Full time

Job summary

A leading IT service provider in Kuala Lumpur is seeking a Service Desk Engineer to support UK-based customers. The role requires proficiency in various technologies including Windows Server, networking, and Microsoft cloud services. Ideal candidates will have strong communication skills and at least 3 years of service desk experience. The position offers competitive salary, a hybrid working model, and a range of company benefits.

Benefits

Competitive salary plus performance related bonus

Hybrid working

Wide range of Company benefits

Day off on your birthday

Company funded exams and incentives

Qualifications

• At least 3 years experience in a customer facing service desk role.
• Strong spoken and written English.
• Ability to work under pressure.

Responsibilities

• Support primarily London based customers with service tickets.
• Handle multiple technologies including Windows and Networking.
• Interact with customers and 3rd party vendors at any time of the day.

Skills

Customer facing service desk experience

Strong communication skills in English

Microsoft Windows Server and Desktop knowledge

Networking skills

Microsoft cloud services experience

Active Directory knowledge

ITIL principles knowledge

Tools

RMM tools (N-Central, Kaseya)

MCM(SCCM)

Hyper V/VMware

Job description

About the Role

We are looking for enthusiastic, customer focused engineers to be part of our Global Service Desk based in Kuala Lumpur, Malaysia. This is a highly technical role that will require you to be proficient in different technologies as you will be exposed to the full IT landscape and not just a subset of the technology. You must be passionate about the customer experience and be comfortable answering support calls and speaking to UK based customers on a daily basis.

You will be part of a mature 24/7 operation with deep technical skills in many different areas. You will work closely with our colleagues in London and other locations in providing quality 24/7 support to our diverse range of clients.

Responsibilities

• Support primarily London based customers by handling service tickets from a variety of sources at any time of the day.
• Support multiple technologies including Windows Server and Desktop, Active Directory, Cloud (Azure/O365), Networking, end user support and Security related incidents.
• Interact directly with customers and 3rd party vendors at any time of the day.

Office hours: Shift work required to cover a 24/7 operation via 12-hour shift patterns on a rotational basis. This includes working on public holidays when it falls on your shift (Overtime provided). You will be required to work every alternate weekend on a 2-2-3 pattern (Shift allowance provided). We are currently working in a hybrid model with a minimum of 3 days a week in the office.

Skills and experience

• Must have: At least 3 years experience in a customer facing service desk role
• Strong communication skills in English
• Strong working knowledge of Microsoft Windows Server and Desktop operating systems
• Understanding of Networking and experience around UTM devices, routers and switches
• Experience of working with Microsoft cloud services (Azure/O365)
• Working knowledge of Active Directory, DHCP, DNS, GPO
• Working knowledge of fundamental ITIL principles
• Nice to have: Previous MSP experience supporting multiple customers
• Any experience with the following - RMM tools such as N-Central, Kaseya or LabTech
• MCM(SCCM) - patch management, app packaging and deployment
• Security related incidents
• Server virtualization – Hyper V/VMware, ideally in a clustered setup
• Any Microsoft or security related training/certifications (held or pending)

About the person

• Very good spoken and written English
• Passionate about delivering an outstanding Service Desk experience to our customers
• Comfortable speaking to UK based English speaking customers and colleagues on a daily basis
• A proactive, ‘can do’ attitude
• Strong analytical and problem-solving skills
• Ability to work under pressure
• Excellent customer-facing and interpersonal skills
• A team player who is able to develop and foster inclusive and collaborative working relationships

Why work at Doherty?

• Competitive salary plus performance related bonus
• Hybrid working (mix of primarily working from home / Kuala Lumpur office)
• Wide range of Company benefits
• Day off on your birthday
• Be part of an award winning technical team
• Company funded exams including an incentive pay out for successful completion
• We offer a competitive salary based on experience and qualifications. We also operate a performance related bonus scheme. Medical benefits are provided and parking is claimable.