Deskside Support Engineer

NTT; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading business and technology service provider is seeking a Deskside Support Engineer in Kuala Lumpur. The role involves providing IT support, managing ticket resolutions, and overseeing desktop asset management. Applicants should possess strong customer service skills and the ability to troubleshoot technical issues across various platforms. This position offers opportunities for both onsite and remote engagement, ensuring clients receive top-notch support tailored to their needs. Ideal candidates will have relevant technical certifications and experience with common desktop applications.

Benefits

Flexible working options

Professional development opportunities

Qualifications

• Proven ability to provide excellent customer service to clients.
• Strong technical troubleshooting skills, particularly in desktop support.
• Excellent communication skills for interacting with users.

Responsibilities

• Provide in-person and remote IT support across multiple locations.
• Manage ticket resolutions efficiently within SLA.
• Oversee inventory and asset lifecycle of desktop equipment.

Skills

Customer service orientation

Technical troubleshooting

Communication skills

Networking knowledge

Windows and Mac proficiency

Education

Relevant technical certification

Tools

Office 365

AV equipment

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward‑thinking organization, apply now.

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 requests and break‑fix to NTT’s customer employees in person, by phone, chat and email.
  • 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 off‑site 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 organisers 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 facilitate network upgrades.
• Support IT maintenance including power shutdown and disaster recovery.
• 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 organisational 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 or third‑party vendor on resolution of problems when necessary to ensure end‑to‑end resolution within the agreed response time.
• Adhere to the escalation process.

Escalation Management

• Ensure that issues are called out on time using the correct channel.
• Escalate and work with third‑level support or third‑party vendor on resolution of problems 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 centres and application services. Our consulting and industry solutions help organisations 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 centres 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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in‑office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form at https://us.nttdata.com/en/contact-us. 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.

NTT DATA is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, 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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