Endpoint Hardware Support Engineer — Warranty & SLA

Digital Labs Sdn Bhd; Petaling Jaya; On-site; MYR 50,000 - 84,000; Full time

Job summary

Digital Labs Sdn Bhd in Malaysia is seeking a Technical Support Engineer to provide Level 1 support for IT endpoint devices, including laptops, monitors, and peripherals. You will diagnose hardware issues, coordinate warranty checks and RMAs, and work with vendors and internal teams to resolve cases within SLA.

You will handle inquiries by phone and email, troubleshoot PC hardware and software problems, and maintain detailed records of findings and resolutions.

Qualifications

• Diploma in IT, Computer Engineering, or related field.
• Minimum 3 years in IT Service Center, technical helpdesk, endpoint support, hardware support, or device repair.
• Hands-on experience troubleshooting PCs, laptops, notebooks, and peripherals.
• Good knowledge of Windows, PC hardware, peripherals, and common endpoint issues.
• Experience with hardware warranty, RMA, repair, and parts replacement processes.
• Experience supporting multiple hardware brands is an advantage.
• Familiarity with BMC, Microsoft Dynamics/Navision, and vendor support portals is preferred.
• Strong troubleshooting, problem-solving, communication, and customer service skills.
• Good written and spoken English.
• Able to manage multiple cases, priorities work, and meet SLA requirements.

Responsibilities

• Provide Level 1 IT support via phone, email and approved support channels.
• Troubleshoot and diagnose laptops, monitors, peripherals, and common hardware/software issues.
• Coordinate warranty checks, RMA, repairs, parts replacement, and service requests with vendors and authorized service providers.
• Manage and update service tickets using BMC or similar service management platforms.
• Maintain accurate records of troubleshooting, technical findings, vendor communication, and resolution.
• Follow up on pending cases and coordinate with customers, vendors, engineers, and internal teams through closure.
• Handle customer enquiries and escalations professionally while managing expectations and providing timely updates.
• Work according to applicable SLAs, support contracts, Service Center procedures, and customer requirements.

Skills

Troubleshooting

Customer service

Communication

English

Education

Diploma in IT or related field

Tools

BMC

Microsoft Dynamics/Navision

Job description

Digital Labs Sdn Bhd in Malaysia is seeking a Technical Support Engineer to provide Level 1 support for IT endpoint devices, including laptops, monitors, and peripherals. You will diagnose hardware issues, coordinate warranty checks and RMAs, and work with vendors and internal teams to resolve cases within SLA.

You will handle inquiries by phone and email, troubleshoot PC hardware and software problems, and maintain detailed records of findings and resolutions.