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

Doherty IT Solutions Sdn. Bhd.; Kuala Lumpur; Hybrid; MYR 72,000 - 96,000; Full time

Benefits offered by this job

Birthday day off

Medical benefits

Exams funded by company

Performance bonus

Job summary

Doherty Associates (DA) in Kuala Lumpur is seeking a Global Service Desk Engineer to support UK-based customers in a 24/7 hybrid operation. The role covers Windows Server, Active Directory, Azure/O365, networking, and security incidents, plus end-user support across a broad IT landscape.

You will join a mature team working with London colleagues, handling tickets from diverse sources and maintaining excellent customer experience in a fast-paced environment.

Job description

Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms - including some of the UK’s top ten law firms.

We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.

We’re a pioneering and innovative organisation; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers. And it’s through this success that we are now looking to evolve our global managed services function with additional roles in our service desk across London and Kuala Lumpur.

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

As part of our Global Service Desk, the role will involve supporting our primarily London based customers by dealing with service tickets from a variety of sources at any time of the day. You will be supporting multiple technologies which include Wintel, AD, Cloud (Azure/O365), Networking, end user support and Security related incidents. You will be in direct contact with the customer as well as 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 principals

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 virtualisation – 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.