Desktop support Engineer

Intersoft; Kulim; On-site; MYR 20,000 - 36,000; Full time

Job summary

Intersoft seeks a Band 1 Desktop Technician to provide day-to-day local and remote desktop support, handle inbound calls, troubleshoot, and document steps in a ticketing system. The role requires supporting Windows OS, MS Office, printers, and hardware across shifts.

You will mentor Band 0 technicians and assist Band 2 technicians, ensuring SLA compliance and operational consistency in IT Support Center.

Qualifications

• Bachelor Degree or equivalent in Computer Science or related field.
• CompTIA A+, MCP or better.
• Minimum of 18 months' IT experience.
• Experience with Windows 7-10, AD, GPOs, MS Office 365, PC hardware installation and troubleshooting.
• Experience with Enterprise anti-virus solutions and Helpdesk ticketing systems.
• Mobile device management including iOS and Android devices.
• Experience with Enterprise encryption solutions and Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLAs.
• Excellent communication, relationship-building and internal customer service skills.

Responsibilities

• Provide first and second level contact and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issues status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows 7-10 and MS Office 365.
• Install, upgrade, support and troubleshoot printers and hardware.
• Perform preventative maintenance on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers and peripherals.
• Use diagnostics to troubleshoot network/connectivity issues.
• Mentor Band 0 technicians and support Band 2 technicians.

Skills

Desktop support

Windows troubleshooting

Communication

Multi-tasking

Analytical thinking

Education

Bachelor degree or equivalent in Computer Science

Tools

Helpdesk ticketing systems

Active Directory

GPOs

MS Office 365

Mobile device management

Job description

The Band 1 - Desktop Technician will provide day to day local and remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution, providing fault analysis to customer's various core operating systems and platforms, as well as ability to provide support and apply desktop fault resolution for the approved application suite.

Key responsibilities

Provide first and second level contact and problem resolution for customer issues

Work with Third Party Vendors to remediate complex AV issues as needed

Provide timely communication on issues status and resolution

Maintain ticket updates for all reported incidents

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications

Install, upgrade, support and troubleshoot for printers and computer hardware

Perform general preventative maintenance tasks on computers, laptops, and printers

Perform remedial repairs on Desktops, laptops, printers and other authorized peripheral equipment

Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software

Mentor and assist Band 0 technicians and provide support to Band 2 Technicians in resolving tickets

About you

Bachelor Degree or equivalent in Computer Science or related field

CompTIA A+, Microsoft Certified Professional (MCP) or better

Minimum of 18 months' experience in IT

Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting

Experience with Enterprise anti-virus solutions and Helpdesk ticketing systems

Mobile device management including iOS and Android devices

Experience with Enterprise encryption solutions and Windows PC/laptop management via Active Directory

Proven analytical, troubleshooting and problem-solving skills

Proven ability to multi-task, effectively determine priorities and meet SLAs

Excellent communication, relationship-building and internal customer service skills