Desktop Support

Cognizant; Kuala Lumpur; Hybrid; MYR 60,000 - 85,000; Full time

Job summary

Cognizant Malaysia in Kuala Lumpur is seeking a Systems Engineer focused on desktop support in a hybrid work model. You will deliver timely resolution of incidents and requests for end users with 2–5 years of experience.

Collaborate with cross-functional technology teams to maintain stable and secure workstations while improving user productivity and aligning with company standards.

Qualifications

• Two to five years' experience in desktop support or systems engineering.
• Strong troubleshooting of OS, applications and endpoint security.
• Familiar with remote support tools and ticketing systems.
• Knowledge of endpoint security practices and secure workstation configuration.
• Effective written and verbal communication.
• Ability to manage multiple tickets and document incidents clearly.
• Willingness to pursue relevant certifications.

Responsibilities

• Provide remote and on-site desktop support in a hybrid environment.
• Troubleshoot OS, apps, peripherals and connectivity to restore service.
• Monitor queues and prioritize tickets by business impact.
• Collaborate with security, network and app teams for complex issues.
• Install, configure and upgrade OS and standard apps.
• Maintain asset inventory and update records after deployments.
• Create knowledge articles to improve self-service and resolution.
• Perform routine health checks on devices and monitor performance.
• Apply OS/app patches per schedule to reduce vulnerabilities.
• Support technology rollouts and post-deployment stabilization.
• Communicate status and preventive recommendations to users.
• Suggest improvements to SOPs and tools for reliability.
• Track recurring problems and implement long-term fixes.

Skills

Desktop support

Incident resolution

OS troubleshooting

Remote administration

Asset management

Job description

Job Summary

Work as a systems engineer focused on desktop support in a hybrid work model delivering timely resolution of incidents and requests for end users with two to five years of experience. Collaborate with cross functional technology teams to maintain stable and secure workstations while improving user productivity and aligning with company standards.

Responsibilities

• Provide remote and on site desktop support to resolve hardware and software incidents within agreed timelines and quality targets for business users in a hybrid work environment
• Perform detailed troubleshooting for operating system issues application failures peripheral malfunctions and connectivity problems to restore normal service with minimal disruption
• Monitor incident queues prioritize tickets based on business impact and document all actions taken in the service management tool to ensure traceability and continuous improvement
• Coordinate with network security and application teams to elevate complex issues follow through on resolutions and communicate clear updates to users in nontechnical terms
• Install configure and upgrade desktop operating systems standard applications and security tools to keep user environments compliant with corporate policies and regulatory requirements
• Maintain accurate inventory of endpoints accessories and installed software by updating asset records after deployments replacements and disposals in the asset database
• Create and update user friendly knowledge articles and how to guides that enable faster ticket resolution self service adoption and consistent support practices across the team
• Perform routine health checks on devices such as reviewing logs patch status disk utilization and performance indicators to detect and remediate issues before users experience impact
• Implement operating system and application patches according to defined schedules and procedures to reduce vulnerabilities and support a resilient and secure workplace
• Collaborate with project teams to support desktop related aspects of technology rollouts including image preparation pilot user support and post deployment stabilization tasks
• Communicate clearly with users regarding issue status resolution steps and preventive recommendations to build trust reduce repeat incidents and enhance overall satisfaction
• Contribute to continuous improvement by suggesting changes to standard operating procedures tools and configurations that simplify support tasks and improve system reliability
• Track and report recurring problems analyze root causes with peers and support implementation of long term fixes that reduce ticket volume and improve business productivity

Qualifications

• Possess professional experience in desktop support or systems engineering for two to five years with accountability for resolving end user incidents in a structured environment
• Demonstrate strong hands on skills in troubleshooting desktop operating systems standard office applications endpoint security tools and common business software suites
• Exhibit practical familiarity with remote support tools ticketing systems and basic networking concepts that enable effective diagnosis and resolution of user issues from any location
• Show understanding of endpoint security practices such as antivirus usage encryption enforcement access control and secure configuration of workstations in a corporate context
• Display effective communication skills that support clear interaction with users peers and support partners while documenting technical steps in a concise and accessible manner
• Apply organized work habits to manage multiple tickets meet service level expectations and maintain accurate records of incidents requests and asset movements
• Value continuous learning through relevant training certification pursuit and self study to keep current with evolving desktop platforms support tools and security practices

Certifications Required

CompTIA A plus or Microsoft Certified Modern Desktop Administrator or similar desktop support certification preferred