Engineer, End User Services

Singtel Group; Kuala Lumpur; Hybrid; MYR 60,000 - 96,000; Full time

Job summary

Singtel Group in Kuala Lumpur is seeking an Engineer, End-point Services to deliver end-user computing support across the organisation. You will install, configure, and maintain endpoint devices, troubleshoot issues, and ensure service requests meet SLAs.

You will work with IT teams and vendors, support endpoint deployments, asset management, security-related activities, and projects, while using tools like ServiceNow, Microsoft Intune, and Autopilot.

Qualifications

• Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Familiarity with endpoint security, patch management, asset management, and incident management.
• Excellent communication skills with the ability to work independently and collaboratively.
• Fluent in spoken and written English.

Responsibilities

• Provide on-site and remote technical support for desktops, laptops, mobile devices, peripherals, and other end-user computing equipment.
• Install, configure, maintain, and troubleshoot endpoint hardware, software, and operating systems.
• Perform new machine setup, imaging and re-imaging, software installation, device configuration, and integration into the existing IT environment.
• Investigate and resolve endpoint-related incidents and service requests, providing temporary or permanent resolutions where required.
• Manage, track, update, and resolve incidents and service requests within agreed SLAs using ServiceNow.
• Escalate complex technical issues to third-party vendors or appropriate resolver groups and follow through to resolution.

Job description

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SayHELLO to BIG Possibilities with Singtel KL(Sudong MY Sdn Bhd)!

Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

We are looking for an Engineer, End-point Services to provide end-user computing and workplace technology support across the organisation. This role is responsible for the installation, configuration, maintenance, troubleshooting, and operational support of endpoint devices, ensuring incidents and service requests are resolved effectively and within agreed service levels.

The role will also support endpoint deployments, asset management, security-related activities, infrastructure changes, and technology projects while working closely with internal IT teams, vendors, and resolver groups.

Make an Impact by:

• Provide on-site and remote technical support for desktops, laptops, mobile devices, peripherals, and other end-user computing equipment.


• Install, configure, maintain, and troubleshoot endpoint hardware, software, and operating systems.


• Perform new machine setup, imaging and re-imaging, software installation, device configuration, and integration into the existing IT environment.


• Investigate and resolve endpoint-related incidents and service requests, providing temporary or permanent resolutions where required.


• Manage, track, update, and resolve incidents and service requests within agreed SLAs using ServiceNow.


• Escalate complex technical issues to third-party vendors or appropriate resolver groups and follow through to resolution.


• Perform desktop and laptop maintenance, including patching, troubleshooting, upgrades, and general device support.


• Set up and troubleshoot printers, scanners, virtual meeting solutions, and other workplace peripherals.


• Provide Level 1 troubleshooting for network-related issues to minimise service disruption.


• Support endpoint and mobile device management activities using tools such as Microsoft Intune.


• Support endpoint provisioning and deployment using tools such as Microsoft Autopilot.


• Maintain accurate hardware and software inventory records, including device registration, de-registration, ownership updates, and asset conversions.


• Maintain system configurations, incident records, work instructions, standards, and operating procedures.


• Monitor agreed service levels and provide timely status updates and reporting to relevant stakeholders.


• Work closely with IT Security, Server, Network, and other technology teams to ensure smooth and secure operations.


• Assist with the investigation and resolution of endpoint-related IT security incidents.


• Participate in endpoint implementation, deployment, upgrade, migration, testing, and infrastructure change activities.


• Support users across multiple sites, including remote offices, while maintaining high standards of customer service.

Skills for Success

• Degree in Information Technology, Computer Science, Information Systems, or a related discipline.


• Proficiency in Windows Operating Systems; knowledge of macOS, Linux, or Google Workspace will be an advantage.


• Strong knowledge of IT hardware components and hands-on troubleshooting.


• Experience with Active Directory user and endpoint administration.


• Experience with Mobile Device Management solutions such as Microsoft Intune.


• Familiarity with deployment and provisioning tools such as Microsoft Autopilot.


• Experience supporting productivity and collaboration tools including Microsoft Office, OneDrive, SharePoint, Microsoft Teams, and Zoom.


• Hands-on experience with IT Service Management platforms such as ServiceNow.


• Understanding of ITIL Foundation principles and IT Service Management best practices.


• Good understanding of endpoint security, patch management, asset management, and incident management.


• Strong troubleshooting, analytical, and problem-solving skills.


• Excellent communication skills with the ability to work independently and collaboratively.


• Strong attention to detail with a commitment to high-quality service delivery.


• Customer-first mindset with a strong focus on user satisfaction.


• Relevant certifications such as CompTIA A+, Microsoft, or ITIL will be an added advantage.


• Fluent in spoken and written English.