Deskside Support Engineer

NTT DATA, Inc.; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading technology services provider in Kuala Lumpur is looking for a Deskside Support Engineer. In this role, you will provide both in-person and remote technical support to users, manage IT requests, troubleshoot various technical issues, and ensure high-quality service delivery. Candidates should have strong communication skills and a background in IT support. This position offers a dynamic environment with opportunities for professional growth.

Qualifications

• 3+ years of experience in IT support or related field.
• Excellent verbal and written communication skills.
• Ability to troubleshoot technical problems efficiently.

Responsibilities

• Provide in-person and remote IT support tasks.
• Troubleshoot and resolve technical issues for users.
• Manage and resolve support tickets within SLA.
• Oversee inventory and asset management.

Skills

Technical Support

Customer Service

Networking

Windows Operating System

Mac Operating System

Office 365

AV Equipment Setup

Job description

Deskside Support Engineer

We are currently seeking a Deskside Support Engineer to join our team in Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (MY-14), Malaysia (MY).

Responsibilities

• Provide support on IT request and break-fix to NTT’s customer employees in person and through phone calls, chats and emails.
  • Provision new users with hardware, software, and account setup.
  • Provide onsite and remote support for multiple locations.
  • Troubleshoot and resolve a variety of technical problems including networking.
• Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
• Respond quickly to cyber, malware alerts and location outages.
• Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
• Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
• Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
• Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
• Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
• Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
• Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation, with a commitment to resolving user issues promptly and professionally.
• Provide hands‑on support for networking devices and facilitating network upgrades.
• Support IT maintenance including power shutdown & DR.
• Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions.
• Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
• Leverage Office 365 tools internally to boost engagement and efficiency within the support team.
• Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.
• Consistently meet and exceed key performance indicators (KPIs) to ensure high‑quality desktop support and service delivery.
• Assist in desktop support projects, ensuring timely completion and alignment with organizational goals and objectives.

Ticket Management

• Efficiently manage and resolve support tickets, analyse trends to identify recurring issues, and implement solutions to enhance overall service quality.
• Ensure all tickets are resolved within the SLA.
• Adhere to the ticketing process.
• Ensure that issues are called out on time using the correct channel.
• Escalate and work with third‑level support/ third‑party vendor on resolution of problem when necessary to ensure end‑to‑end resolution within the agreed response time.
• Adhere to the escalation process.

Inventory Management

• Manage the inventory, deployment, and maintenance of desktop assets, ensuring accurate record‑keeping and regular stock checks.
• Ensure accurate record‑keeping and oversee the entire asset lifecycle, from procurement to disposal, to ensure cost‑effective and efficient management.

Process & Policies

• Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

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