Desktop Support Technician

Iron Systems, Inc; Seberang Perai; On-site; MYR 67,000 - 100,000; Full time

Job summary

Iron Systems, Inc is seeking an IT Desktop Support professional in Malaysia to manage desktop devices’ lifecycle, incidents, and IMAC/desk-side services. You will handle hardware/software provisioning, imaging, patching, and remote management with strong emphasis on security and non-compliance remediation.

Required capabilities include AD knowledge, MAC support, ServiceNow, EUC tools, ITIL processes, and asset management throughout PC/mobile lifecycles.

Qualifications

• Good to have – knowledge in AD and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tool – ex – Service now
• Should have good expertise on EUC tools, remote support tools, MS office and outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred.
• Good in Communication skills with experience in IT Hardware & Software Asset Management services.
• Experience in managing PC and Mobile Assets in ServiceNow module and aware of different stages in asset management lifecycle.
• Experience on Asset inventory management.
• Coordination on PC Fulfilment/Installation (Autopilot/Reimage/Import)
• PC Diagnostics & Sanitation, recycle pickup requests from end users.
• Software Provision/Install Requests, New Printer Configuration Requests, Miscellaneous Service (Return Labels)

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Manage Desktop Devices (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls.

Skills

AD knowledge

MAC devices

ServiceNow

EUC tools

MS Office

Outlook

Lync VPN

ITIL processes

Asset management

Autopilot/Reimage

Printer configuration

Education

Associate degree (A.A.) or equivalent

Bachelor's Degree preferred

Tools

Service management tools

Job description

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.


• Manage IMAC and desk side support services.


• Manage hard and soft break fix services for laptops and desktops.


• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).


• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.


• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.


• Ensure that each Desktop Device is installed with the appropriate Desktop image.


• Manage Desktop Devices (hardware and software) incidents through to resolution.


• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements


• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls.

Requirements

• Good to have – knowledge in AD and smart hands and feet support.


• Good to have – knowledge and experience of supporting MAC devices and tablets


• Experience with Service management tool – ex – Service now


• Should have good expertise on EUC tools, remote support tools, MS office and outlook.


• Preferable to have a good understanding of Lync, VPN, and mobile device support.


• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management


• Associate degree (A.A.) or equivalent from three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred.


• Good in Communication skills with experience in IT Hardware & Software Asset Management services.


• Experience in managing PC and Mobile Assets in ServiceNow module and aware of different stages in asset management lifecycle.


• Experience on Asset inventory management.


• Coordination on PC Fulfilment/Installation (Autopilot/Reimage/Import)


• PC Diagnostics & Sanitation, recycle pickup requests from end users.


• Software Provision/Install Requests, New Printer Configuration Requests, Miscellaneous Service (Return Labels)