Desktop support Engineer Level 2

Intersoft; Selangor; On-site; MYR 45,000 - 73,000; Full time

Job summary

Intersoft in Malaysia is seeking a Band 2 – Desktop Technician to provide day-to-day local and remote desktop support, handle inbound calls, and document steps in the ticketing system. You will troubleshoot hardware, software, and Office apps across Windows environments, and coordinate with third‑party vendors to resolve complex issues.

The role requires a degree in Computer Science or related field, relevant certifications (e.g., CompTIA A+ or MCP) and 18+ months IT experience, with 2–3 years

Qualifications

• Bachelor's Degree or equivalent in Computer Science or related field.
• CompTIA A+ or MCP certification preferred.
• Minimum 18 months IT experience; 2–3 years in Windows desktop support.
• Experience with Windows 7–11 and Office 365.
• Experience with AD, GPOs, and enterprise antivirus solutions.
• Strong analytical, troubleshooting, and multi-tasking skills.

Responsibilities

• Provide first and second level support and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex AV issues.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows OS versions and Office applications.
• Install, upgrade and troubleshoot printers and computer hardware.
• Perform general preventative maintenance on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers and peripherals.
• Use diagnostic tools to troubleshoot network connectivity and workstation issues.
• Mentor Band 1 technicians and assist Band 3 engineers in resolutions.

Skills

Analytical skills

Troubleshooting

Problem-solving

Communication skills

Education

Bachelor's Degree or equivalent in Computer Science or related field

CompTIA A+

Microsoft Certified Professional (MCP)

Tools

Windows OS

Office 365

Active Directory

GPOs

Helpdesk ticketing systems

Cisco Jabber

Printer hardware

MS Office 2010

Job description

The Band 2 – 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 issue status and resolution

Maintain ticket updates for all reported incidents

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, 11 and Microsoft Office 2010, O365, 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 1 technicians and provide support to Band 3 Engineers in resolving tickets

About you

Bachelor's Degree or equivalent in Computer Science or related field

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

Minimum of 18 months of IT experience

2-3 years' experience in Windows Desktop support

Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems

Mobile device management including IOS and Android devices, Enterprise encryption solutions, 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

Willing to work off-hours and weekends when required for projects or emergency support

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