Desktop Support / Resident Engineer

MTS Global Pte Ltd; Shah Alam; On-site; MYR 48,000 - 72,000; Full time

Job summary

Nestlé is seeking an on-site Resident Engineer to provide End-User Services and desktop support in Malaysia. You will manage asset lifecycle, onboarding/offboarding, and ensure compliance with Nestlé IT standards and security policies within a busy enterprise environment.

The role focuses on hands-on support for Windows OS, Microsoft 365, and endpoint devices, with strong emphasis on incident logging, SLA-driven response, and collaboration with regional/global teams.

Qualifications

• Diploma or Degree in Information Technology or related discipline.
• 3-5 years of on-site desktop/field support experience.
• Strong hands-on experience with Windows OS and Microsoft 365.
• Familiarity with ITSM tools and SLA-driven service environments.
• Good communication skills and professional customer-facing manner.

Responsibilities

• Provide on-site Level 1 / Level 2 support for end-user devices including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in accordance with agreed SLAs.
• Log, update, and resolve incidents and service requests via the designated ITSM tool.
• Prioritise and manage tickets according to severity, impact, and urgency.
• Escalate unresolved issues to regional or global support teams when required.
• Perform asset tagging, inventory tracking, and reconciliation in line with Nestlé asset management policies.
• Support device refresh, deployment, relocation, and decommissioning activities.
• Maintain accurate asset records and support periodic audits.
• Prepare, configure, and hand over IT equipment for new joiners.
• Support user offboarding activities including device collection and access coordination.
• Ensure compliance with Nestlé security and data protection standards.
• Provide hands-on support for activities requiring physical presence (desk moves, site moves, hardware replacement).
• Support local projects such as office moves, refresh programs, and infrastructure upgrades.
• Coordinate with facility teams, vendors, and service providers where required.
• Adhere strictly to Nestlé IT policies, security standards, and compliance requirements.
• Follow SOPs and change management processes.
• Prepare operational reports, handover notes, and service documentation as required.
• Participate in transition and knowledge transfer activities prior to service commencement.
• Attend mandatory Nestlé training, security briefings, and compliance sessions.
• Support service stabilisation during go-live and early operational phases.

Skills

Windows OS

Microsoft 365

ITSM tools

SLA-driven environments

Customer-facing communication

Education

Diploma or Degree in Information Technology

Job description

The Resident Engineer provides on-site End-User Services (EUS) support to ensure stable, secure, and efficient IT operations within the Nestlé environment. The role focuses on hands-on desktop support, asset lifecycle management, and adherence to Nestlé IT standards, security policies, and SLA commitments.

Key Responsibilities

End-User & Desktop Support

• Provide on-site Level 1 / Level 2 support for end-user devices including laptops, desktops, monitors, printers, mobile devices, and peripherals
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in accordance with agreed SLAs
• Support Windows OS, Microsoft 365, standard Nestlé-approved applications, and endpoint security tools
• Log, update, and resolve incidents and service requests via the designated ITSM tool
• Prioritise and manage tickets according to severity, impact, and urgency
• Escalate unresolved issues to regional or global support teams when required

Asset & Lifecycle Management

• Perform asset tagging, inventory tracking, and reconciliation in line with Nestlé asset management policies
• Support device refresh, deployment, relocation, and decommissioning activities
• Maintain accurate asset records and support periodic audits

User Onboarding & Offboarding

• Prepare, configure, and hand over IT equipment for new joiners
• Support user offboarding activities including device collection and access coordination
• Ensure compliance with Nestlé security and data protection standards

Site & Operational Support

• Provide hands-on support for activities requiring physical presence (desk moves, site moves, hardware replacement)
• Support local projects such as office moves, refresh programs, and infrastructure upgrades
• Coordinate with facility teams, vendors, and service providers where required

Compliance, Security & Documentation

• Adhere strictly to Nestlé IT policies, security standards, and compliance requirements
• Follow standard operating procedures (SOPs) and change management processes
• Prepare operational reports, handover notes, and service documentation as required

Transition & Training

• Participate in transition and knowledge transfer activities prior to service commencement
• Attend mandatory Nestlé training, security briefings, and compliance sessions
• Support service stabilisation during go-live and early operational phases

Required Qualifications & Experience

• Diploma or Degree in Information Technology or related discipline
• 3-5 years of experience in on-site desktop / field support roles
• Strong hands-on experience with Windows OS, Microsoft 365, and endpoint devices
• Familiarity with ITSM tools and SLA-driven service environments
• Good communication skills and professional customer-facing manner

Preferred Skills

• Experience supporting large enterprise or multinational environments
• Experience working under strict SLA, compliance, and audit requirements