Deskside Support Technician

Sharp Brains Solutions; Subang Jaya; On-site; MYR 33,000 - 60,000; Full time

Job summary

Sharp Brains Solutions invites applications for a Deskside Support Technician Level 1 on a B2B/Freelance basis. The role focuses on providing first-level technical support for desktops, laptops, and peripherals within a corporate IT environment.

You will respond to incidents via ticketing systems, perform IMAC activities, configure Windows OS, Office apps, and assist with Active Directory, VPN, and network connectivity issues while maintaining ITIL-aligned processes and ensuring user

Qualifications

• First-level deskside support experience for desktop and laptop hardware and software.
• Familiar with ITIL incident and service request processes and escalation.
• Experience using ticketing systems (ServiceNow or similar).

Responsibilities

• Provide first-level technical support for desktop and laptop hardware, software, and peripherals.
• Resolve incidents and service requests within SLAs via ticketing system.
• Perform IMAC activities for end-user devices.
• Install and support Windows OS, Microsoft Office, Outlook, and business apps.
• Assist with password resets, AD user account administration.
• Provide deskside and remote support for peripherals.
• Log, track, and document incidents in ITSM, escalate as needed.
• Assist with imaging, software installation, configuration, and asset deployment.
• Support VPN connectivity, Wi-Fi, email configuration, and basic network troubleshooting.
• Maintain asset inventory and document incidents.
• Ensure compliance with IT security policies and antivirus updates.
• Deliver courteous customer support with timely updates and ticket closure.
• Follow ITIL best practices for Incident and Service Request Management and escalation.

Skills

Desktop support

Customer service

Incident management

ITIL

Remote support

Tools

Windows OS

Microsoft Office

Outlook

Active Directory

ServiceNow

VPN

Job description

Skill Set: Deskside Support Technician Level 1

Contract: B2B/Freelance

Roll Type: FTE

Key Responsibilities:

• Provided first-level technical support for desktop and laptop hardware, software, and peripheral-related issues.
• Responded to and resolved incidents and service requests through ticketing systems within agreed SLAs.
• Performed basic IMAC (Install, Move, Add, Change) activities for end-user devices and workstations.
• Installed, configured, and supported Windows operating systems, Microsoft Office, Outlook, and standard business applications.
• Assisted users with password resets, account unlocks, and basic Active Directory user account administration.
• Provided deskside and remote support for desktop, laptop, printer, scanner, and other peripheral devices.
• Logged, updated, tracked, and documented incidents using ServiceNow or similar ITSM tools, escalating unresolved issues to higher support teams when required.
• Assisted with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.
• Supported VPN connectivity, Wi-Fi access, email configuration, and basic network connectivity troubleshooting.
• Maintained accurate asset inventory records and updated technical documentation for incidents and service requests.
• Ensured compliance with IT security policies, antivirus updates, and standard desktop support procedures.
• Delivered courteous and professional customer support while providing timely updates and following up to ensure ticket closure.
• Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.