Cloud And Infrastructure Engineer (Service Desk Engineer - UK Hours)

Doherty IT Solutions Sdn. Bhd.; Kuala Lumpur; Hybrid; MYR 50,000 - 84,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

Overtime pay

Company benefits

Job summary

Doherty Associates (DA) is recruiting a customer-focused Service Desk Engineer for our Kuala Lumpur hub as part of a global 24/7 operation. You will support UK-based clients, handling tickets across Windows Server, AD, Azure/M365, networking and security, coordinating with London teams and vendors.

Ideal candidates have 3+ years in a service desk, excellent English, ITIL basics, and a proactive, team-oriented mindset. Hybrid work and competitive benefits are offered.

Qualifications

• 3+ years in a customer-facing service desk role
• Excellent English communication, both written and spoken
• Strong knowledge of Windows Server and Desktop operating systems
• Understanding of Networking with UTM devices, routers and switches
• Experience with Azure/M365 cloud services
• Experience with Active Directory, DHCP, DNS, GPO
• Basic ITIL knowledge

Responsibilities

• Provide support to UK-based customers via service tickets from multiple sources
• Handle diverse technologies including Windows, AD, Cloud, Networking and security incidents
• Liaise with London teams and third-party vendors to resolve issues
• Participate in a mature 24/7 global Service Desk model

Skills

Customer-facing service desk

English communication

Windows Server/Desktop

Networking fundamentals

Azure/M365

AD, DHCP, DNS, GPO

ITIL basics

RMM tools (N-Central)

RMM tools (Kaseya)

RMM tools (LabTech)

Tools

N-Central

Kaseya

LabTech

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/M365), 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: This role will require you to work UK Business Hours (3pm to 12am KL time) from Monday to Friday. You will observe Malaysian public holidays but will be paid overtime if you are required to work on any of those days.. 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, both written and spoken

Strong working knowledge of Microsoft Windows Server and Desktop operating systems

Understanding of Networking and experience around UTM devices, routers and switches

Strong working knowledge of Microsoft cloud services (Azure/M365)

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

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.

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.

DA operate a global managed services team with offices in both London (HQ) and Kuala Lumpur.

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.

DA operate a global managed services team with offices in both London (HQ) and Kuala Lumpur.

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