Desktop Engineer L1

Iron Systems, Inc; Nilai; Presencial; MYR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Iron Systems, Inc. in Nilai, Malaysia seeks a hands-on Field Services professional to deliver onsite IT support for deskside incidents and equipment lifecycle tasks. You will support laptops/desktops and infrastructure devices, guided by remote teams, and ensure proper imaging and asset governance.

The role covers local business hours with after-hours support per contract, engagement with end-user computing, and collaboration with service desks to maintain service quality and compliance.

Formación

• Experience in Smart Hands Support, Field Services, Desktop Support, or related IT support role.
• Basic L1 knowledge of network technologies (switches, routers, WLAN), server hardware, EUC devices.
• Familiarity with Windows OS, Microsoft Office, remote support tools, and collaboration platforms.
• Experience 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 coordinate with remote teams.

Responsabilidades

• Perform incident resolution and service request fulfillment according to SLAs.
• Provide hands-and-eyes support for network, server, telecoms, and infrastructure devices.
• Assist remote teams with basic troubleshooting, health checks, connectivity verification, and device status validation.
• Support IMACD activities for approved IT assets (laptops/desktops) within the Daas scope.
• Provide VIP onsite support for desk-side issues when no other IT support is available.
• Ensure each Desktop Device has the correct Desktop image installed.
• Support hardware/software (OS and standard apps) on desktop devices end-to-end.
• Coordinate deployment, replacement, refresh, relocation, collection, and decommissioning of IT equipment.
• Maintain asset/inventory/procurement data in ITSM and asset tools.
• Support printers, scanners, meeting room devices, and collaboration peripherals.
• Coordinate with Service Desk and resolver groups to ensure timely resolution.

Conocimientos

Smart Hands Support

Field Services

Desktop Support

Infrastructure Support

Network Troubleshooting

Communication Skills

Herramientas

ServiceNow

Remote Support Tools

Descripción del empleo

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.