Desktop Support Engineer: Troubleshooting & Helpdesk

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

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.