Engineer-Cloud & Infra Engg

Birlasoft; Kuching; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading company in digital technologies is seeking an End User Service Support professional in Kuching, Malaysia. The role involves technical support and problem resolution for desktop computing and hardware issues within an onsite environment. Candidates should possess deep technical knowledge in user support technologies including Windows OS, Microsoft Office, and basic networking, while being ITIL certified. This full-time position requires strong collaboration skills in an international setup.

Qualifications

• Excellent technical knowledge in EUS technologies.
• Experience in working in an international environment.
• ITIL certification is mandatory.

Responsibilities

• Resolves technical issues onsite that remote functions cannot address.
• Manages hardware for new joiner setups and upgrades.
• Ensures logged tickets are prioritized and resolved as per SLAs.

Skills

Technical knowledge in EUS technologies

Windows and Mac OS

Microsoft Office 2016, Office 365 & Teams

Hardware and Peripherals

Basic Network Skills

ITIL certified

Education

ITIL certification

Tools

Service Now

SCCM

Microsoft Active Directory

Job description

Long Description

Empowered By Innovation

Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

Title: End User Service Support

Location: Damansara, Kuala Lumpur Malaysia 50490

Fulltime role

100% Onsite role role from day one( no remote option)

Job Description

The purpose of the role is to resolve technical issues and requests onsite that remote functions are unable to address. The role represents the

Technology team in onsite incident, problem management, projects and software delivery. The role also builds relationships with other international

support teams to create a cohesive support team, consult with local business and senior leadership to evaluate support requirements and execution

planning. Finally, the role drives local optimization efforts and technology adoption of end user services related applications and systems.

Responsibilities

• Analyses and resolves information system issues related to the desktop computing environment,
• network applications, production applications, and hardware.
• Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
• Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
• Local asset management.
• Support and assist users with JML (Joiner, mover leaver) process
• Support and maintain local conference and meeting room equipment
• To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and
• resolved to agreed targets as defined in the Service Level Agreement (SLAs).
• Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
• Manage calls with 3rd party suppliers where necessary through to closure
• Escalate calls where necessary to the support manager, report on status of outstanding calls
• Builds relationships with other international support teams to create a cohesive support team
• Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Drive local optimization efforts by identifying service issues and implementing improvements by
• automation, self-service and other measures.
• Drive technology adoption of end user services related applications and systems
• Support Audits related activities alongside other tech functions and business.
• Technical support for local applications where applicable alongside other tech or business teams Technical Expertise
  
  

Candidate Profile

Professional Skills

• Excellent technical knowledge in all key areas of EUS technologies, e.g.
• Windows and Mac OS
• Microsoft Office 2016, Office 365 & Teams
• iOS and Android devices
• Hardware and Peripherals
• Mobile devices
• Skills about
• Call Management Systems, especially Service Now
• Teams conferencing and enterprise voice
• Audio visual systems (TV/Projector systems) and conference technology
• SCCM
• Basic Network Skills
• ITIL certified
• Experience in working in an international environment
  
  

Skills with M/O flag are part of Specialization

Windows - PL2 (Mandatory)

Mobiles-Support - PL1 (Optional)

IT Infrastructure -PL2 (Functional)

Network Support - PL2 (Mandatory)

Help the tribe -PL2 (Behavioural)

Incident Management -PL2 (Functional)

Think Holistically -PL2 (Behavioural)

Win the Customer -PL2 (Behavioural)

One Birlasoft -PL2 (Behavioural)

O365 - PL2 (Mandatory)

Results Matter -PL2 (Behavioural)

Get Future Ready -PL2 (Behavioural)

Service Level Management -PL1 (Functional)

Peripherals-Support - PL1 (Mandatory)

PC Hardware-Support - PL1 (Mandatory)

Availability Management -PL2 (Functional)

MS Active Directory - PL2 (Mandatory)