EUS Support Engineer ( L2)

Confidential; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Confidential in Kuala Lumpur is seeking a versatile IT support professional to provide second-level end-user computing support, resolve intricate desktop and OS issues, and perform imaging and deployment tasks. You will also manage assets and configurations, document procedures, and assist users with system usage while ensuring security compliance and SLA adherence across the IT environment.

Experience with SCCM/MECM and MDT is advantageous, and you will collaborate with Level 3 support,

Qualifications

• Provide second‑level IT support for incidents and requests escalated by Level 1 Support.
• Advanced troubleshooting of desktops, laptops, OS, software, and applications.
• Root cause analysis and corrective actions to prevent recurrence.
• Resolve incidents within SLA targets and escalate when needed.
• Update ticketing systems with troubleshooting steps, resolutions, and status updates.

Responsibilities

• Provide second-level technical support for incidents and requests escalated by Level 1 Support.
• Troubleshoot desktops, laptops, OS, software, and applications.
• Perform root cause analysis and implement fixes.
• Ensure incident resolution within SLA targets.
• Escalate complex issues to Level 3 or vendors.
• Maintain standard images and OS deployment using SCCM/MECM and MDT.
• Document procedures and contribute to knowledge base.

Tools

Microsoft SCCM / MECM

Microsoft Deployment Toolkit (MDT)

Job description

Provide second-level technical support for incidents and service requests escalated by Level 1 Support.

Perform advanced troubleshooting and resolution of desktop, laptop, operating system, software, and application-related issues.

Conduct root cause analysis and implement corrective actions to prevent recurring incidents.

Ensure all assigned incidents and requests are resolved within agreed SLA targets.

Escalate unresolved issues to Level 3 Support, application teams, infrastructure teams, or vendors when necessary.

Update ticketing systems accurately with troubleshooting steps, resolutions, and status updates.

2. End User Computing (EUC) Support

Provide support for desktops, laptops, thin clients, mobile devices, printers, scanners, and other peripherals.

Install, configure, maintain, and troubleshoot Windows operating systems and approved business applications.

Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office applications.

Troubleshoot user authentication, Active Directory, Azure AD (Entra ID), and access-related issues.

Support remote users through VPN, remote access tools, and mobile device solutions.

Diagnose and resolve network connectivity issues involving LAN, WAN, Wi‑Fi, DNS, and DHCP.

Create, maintain, and deploy standard corporate desktop and laptop images.

Perform PC imaging, operating system deployment, and device provisioning using enterprise tools such as:

• Microsoft SCCM / MECM
• Microsoft Deployment Toolkit (MDT)

Ensure operating systems, security patches, drivers, and standard software are installed according to company standards.

Conduct hardware refresh, PC replacement, onboard/offboard device deployment, and operating system migration activities.

Troubleshoot imaging failures, deployment issues, application package installations, and driver compatibility problems.

Support user data backup, restoration, profile migration, and User State Migration (USMT) activities during device replacement projects.

Maintain and update master/gold images to ensure compliance with security and operational requirements.

4. Asset & Configuration Management

Manage the lifecycle of IT assets, including desktops, laptops, monitors, printers, and mobile devices.

Maintain accurate inventory and configuration records in asset management systems.

Coordinate device issuance, collection, replacement, relocation, and disposal activities.

Ensure asset records are updated and compliant with organizational policies.

Identify recurring incidents and contribute to problem management activities.

Analyze recurring technical issues and recommend permanent solutions.

Document known errors, workarounds, and root cause findings.

Participate in post‑incident reviews and continuous service improvement initiatives.

6. Documentation & Knowledge Management

Develop and maintain technical documentation, work instructions, and Standard Operating Procedures (SOPs).

Create and update knowledge base articles to improve support efficiency and first‑call resolution.

Document deployment procedures, imaging processes, and troubleshooting guides.

7. Customer & User Support

Provide professional and customer‑focused support to end users.

Communicate incident status, progress updates, and resolutions effectively.

Assist users with system usage and provide technical guidance where required.

Maintain high levels of customer satisfaction through effective service delivery.

8. Security & Compliance

Ensure compliance with IT security policies, standards, and procedures.

Support endpoint security initiatives including antivirus management, encryption, security patching, and vulnerability remediation.

Report and escalates security incidents, vulnerabilities, and policy violations.

Participate in security audits and compliance reviews when required.

Support IT infrastructure projects, system upgrades, migration activities, and technology rollouts.

Participate in Windows OS upgrades, Microsoft 365 deployments, and device refresh programs.

Identify opportunities for process automation and operational improvements.

Contribute to service improvement initiatives to enhance overall user experience.