Desktop Engineer L1

Iron Systems, Inc; Nilai; On-site; MYR 48,000 - 72,000; Full time

Job summary

Iron Systems, Inc. is seeking an on-site IT Support professional in Malaysia to resolve incidents, fulfill service requests, and provide hands-on hardware/software support across network, server, and desktop devices.

You will coordinate with remote teams, participate in major incidents, and ensure asset governance throughout the lifecycle. The role requires knowledge of Windows OS, MS Office, remote tools, and ITIL processes, with experience in ServiceNow and field services.

Qualifications

• Experience in Smart Hands Support, Field Services, Desktop Support, IT support role.
• Knowledge of Windows OS, MS Office, remote support tools, and collaboration platforms.
• Understanding of Incident, Service Request, Change, Asset, and Problem Management processes.

Responsibilities

• Perform incident resolution and service request fulfillment per defined procedures and SLAs.
• Provide hands-and-eyes support for network, server, communications, and infra devices with remote teams.
• Assist remote teams with basic troubleshooting, health checks, connectivity verification, device status validation, reboot, and inspection activities.
• Support IMACD activities for IT assets and infrastructure devices for laptop/desktop under Daas scope.

Skills

Smart Hands

Field Services

Desktop Support

ITIL

ServiceNow

Tools

ServiceNow

Job description

• Perform incident resolution and service request fulfillment activities in accordance with defined procedures and SLAs.
• Provide hands-and-eyes support for network, server, telecommunications, and infrastructure devices under the guidance of remote support teams.
• Assist remote teams with basic troubleshooting, health checks, connectivity verification, device status validation, equipment reboot, and physical inspection activities.
• Support IMACD (Install, Move, Add, Change, and Dispose) activities for approved IT assets and infrastructure devices for laptop, desktop part of Daas scope (HPI OEM )
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support deployment, replacement, refresh, relocation, collection, and decommissioning activities for IT equipment. (laptop, desktops )
• Maintain asset, inventory, procurement and device information in approved IT service management and asset management tools.
• Support printers, scanners, meeting room devices, collaboration equipment, and approved IT peripherals.
• Coordinate with Service Desk and resolver groups to ensure timely incident resolution and service restoration.
• Participate in major incidents and provide onsite support when physical intervention is required.
• Support local technology projects and business activities requiring onsite IT presence.
• Adhere to company security, safety, compliance, confidentiality, ITAR, and Export Control requirements applicable to the supported site.
• Act as the local onsite contact for Smart Hands activities and coordinate effectively with remote support teams.
• Contribute to service quality, operational excellence, and continuous improvement initiatives.
• Support experience in manufacturing plants , factory , warehouse.
• Provide support during local business hours and after-hours support for critical incidents and planned activities, as per the contract.
• Support audit, security, risk and compliance activities at the supported site, as required.
• Provide limited application support requiring physical onsite intervention, as per the existing site support model.
• Own and coordinate end-to-end Field Services delivery for assigned sites, ensuring service quality, SLA compliance, asset governance, operational readiness and continuous service improvement.

Job Responsibilities

• Perform incident resolution and service request fulfillment activities in accordance with defined procedures and SLAs.
• Provide hands-and-eyes support for network, server, telecommunications, and infrastructure devices under the guidance of remote support teams.
• Assist remote teams with basic troubleshooting, health checks, connectivity verification, device status validation, equipment reboot, and physical inspection activities.
• Support IMACD (Install, Move, Add, Change, and Dispose) activities for approved IT assets and infrastructure devices for laptop, desktop part of Daas scope (HPI OEM )
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support deployment, replacement, refresh, relocation, collection, and decommissioning activities for IT equipment. (laptop, desktops )
• Maintain asset, inventory, procurement and device information in approved IT service management and asset management tools.
• Support printers, scanners, meeting room devices, collaboration equipment, and approved IT peripherals.
• Coordinate with Service Desk and resolver groups to ensure timely incident resolution and service restoration.
• Participate in major incidents and provide onsite support when physical intervention is required.
• Support local technology projects and business activities requiring onsite IT presence.
• Adhere to company security, safety, compliance, confidentiality, ITAR, and Export Control requirements applicable to the supported site.
• Act as the local onsite contact for Smart Hands activities and coordinate effectively with remote support teams.
• Contribute to service quality, operational excellence, and continuous improvement initiatives.
• Support experience in manufacturing plants , factory , warehouse.
• Provide support during local business hours and after-hours support for critical incidents and planned activities, as per the contract.
• Support audit, security, risk and compliance activities at the supported site, as required.
• Provide limited application support requiring physical onsite intervention, as per the existing site support model.
• Own and coordinate end-to-end Field Services delivery for assigned sites, ensuring service quality, SLA compliance, asset governance, operational readiness and continuous service improvement.

Requirements

• Experience in Smart Hands Support, Field Services, Desktop Support, Infrastructure Support, or a related IT support role.
• Basic L1 knowledge of:
  • Network technologies (switches, routers, wireless access points, connectivity troubleshooting)
  • Server infrastructure and hardware components
  • End User Computing (EUC) devices and peripherals
• Knowledge of Windows operating systems, Microsoft Office, remote support tools, and collaboration platforms.
• Experience working with IT Service Management tools such as ServiceNow or equivalent.
• Understanding of Incident, Service Request, Change, Asset, and Problem Management processes.
• Ability to perform basic troubleshooting and work with remote technical teams to resolve infrastructure-related issues.
• Good communication, customer service, and coordination skills.
• Understanding ITIL service management principles is desirable.