Desktop Support Engineer

Cognizant; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Cognizant in Kuala Lumpur provides Level 2 technical support across end-user devices, printers, monitors, servers, and network equipment in both office and manufacturing environments. You will handle issue reproduction, diagnosis, and resolution, while guiding users to resolve difficulties.

The role includes maintaining asset records, supporting AV/conference room systems, and managing incidents via multiple channels. Training users and sharing best practices are part of the responsibilities.

Responsibilities

• Perform Level 2 troubleshooting, support, and incident management for user computers, mobile devices, accessories, and related infrastructure per SLA.
• Provide technical support for desktop PCs, mobile devices, printers, monitors, servers and network equipment in office and manufacturing environments.
• Reproduce, diagnose, and resolve end-user issues; formulate effective solutions.
• Provide training and guidance to users for optimal IT usage.
• Maintain a log of problems and solutions for Desktop Support.
• Support incidents and requests via phone, chat, email, or tickets.

Skills

Level 2 support

End-user training

AV/Conference room support

Networking basics

Asset management

Education

none

Tools

Hardware management system

Conference room AV equipment

Job description

1. Technical Support and Troubleshooting

• Perform Level 2 troubleshooting, support, and incident management for user computers, mobile phones (iPhone & iPad), accessories, and related technical infrastructure per the client's SLA.
• Provide technical support for desktop/laptop PCs, mobile phones, printers (SFP/MFP/Label Printer/Barcode Scanners), monitors, server/network equipment, and other hardware in both office and manufacturing environments.
• Reproduce, diagnose, and analyze problems reported by end-users and formulate solutions to resolve the issues.
• Provide training and guidance to users to resolve technical difficulties and share operational tips for optimal computer usage.
• Maintain a comprehensive log of problems and solutions for use by other Desktop Support personnel.
• Support incoming incidents and requests via phone, chat, email, or ticket submissions from end-users.

2. Collaboration and Ticket Management

• Coordinate with Level 1 Helpdesk engineers to ensure ticket resolutions within SLA timelines.
• Provide regular updates to the IT project team and client. Attend and present in meetings as required.
• Create and elevate tickets to relevant local and global teams as needed.

3. Hardware and Asset Management

• Manage IT hardware assets, including installation, relocation, upgrades, disposal, and removal of equipment.
• Update and maintain detailed information for each IT device in the client's hardware management web application.
• Ensure safe storage, accurate labelling, and proper recording of IT equipment and devices.
• Coordinate hardware reception, storage, and delivery processes.

4. AV/Conference Room Support

• Operate and conduct weekly or biweekly testing of AV and integrated conference room systems.
• Perform routine diagnostics and troubleshooting for conference room equipment (projectors, microphones, speakers, amplifiers, cameras, and displays).
• Conduct preventative maintenance to address issues or elevate to appropriate managers, vendors, or manufacturers.
• Troubleshoot AV/UC issues during both emergency and non-critical situations.
• Assist with company meetings and events, ensuring AV systems and conferencing spaces are fully prepared and functional.

5. Networking and System Support

• Perform basic configuration and commissioning of routers and switches.
• Conduct network cable testing, hardware reboots, inventory audits, and rack and stack operations.
• Provide "smart hands" support for the global network team, including configuration of network/analog telephone/video conference/printer devices (pre-configuration, shipping, peripheral setup, and console access).
• Perform physical racking, cabling, and decommissioning tasks if third-party vendors are unavailable.

6. Training and Presentations

• Create and host presentations for user IT training (subject to further discussion post-onboarding).

7. Ad-hoc and Out-of-Hours Support

• Perform ad-hoc technical tasks, including working during holidays and outside regular business hours as required.