Field IT Support

TECEZE; Nilai; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT service firm is seeking a Field IT Support professional in Nilai, Malaysia. This position requires 3 to 4 years of experience in IT Service Management, mainly focusing on End User Computing and Deskside support services. Candidates should possess strong troubleshooting skills, knowledge of desktop support technologies, and experience in managing asset inventory. Candidates must demonstrate excellent communication skills and be customer service-focused. The contract duration is 12 months, extendable.

Qualifications

• 3 to 4 years of experience in IT Service Management operations.
• Ability to assemble and re-seat components like RAM, SSD.
• Experience in OS installation and troubleshooting.

Responsibilities

• Manage IT Service Management operations in End User Computing.
• Troubleshoot desktop support technology areas and infrastructure components.
• Ensure all workstations are updated with latest Anti-Virus and patches.

Skills

IT Service Management

Desktop Support

Troubleshooting

Customer service

English communication

ITIL Service Management

Tools

SCCM

Ivanti

Intune

Job description

🚀New Opportunity – Field IT Support/ IT Support 🚀

Location: Malaysia, Nelai

Duration: 12 Months - extendable

Shift: 9 hours

SOW:

• Must have at least 3 to 4 years of experience in managing IT Service Management operations primarily in End User Computing and Deskside support services.
• High Level understanding of the Desktop Support technology areas and understanding across infrastructure components.
• Ability to assemble and re-seat components like RAM, SSD, screens, WLAN cards, keyboards, and motherboards.
• Capable of system recalibration and thorough sanitization of both external shells and internal components, including cooling fans.
• Network understanding & troubleshooting skills.
• Experience in usage of SCCM/Ivanti/Intune for deployments and installations.
• Experience in OS installation, handling OS related issues and troubleshooting of issues.
• Experience in patches and package installation & troubleshooting.
• Experience in handling Conference room devices (Polycom / CISCO / Star leaf phones, touch pads, Monitors, Cameras, MS Teams based conference room/meeting room/end users allocated devices etc.), Co-ordination with Facilities teams for maintenance & management of Non Network devices such as CCTV Camera, humidity sensors.
• Ensure all the workstations are updated with latest Anti-Virus, patches, Windows patches & feature packs etc.
• Should have good exposure in troubleshooting using remote support tools like RDP, IDRACK, ILO, IP Phones etc.
• Ability to trouble shoot printer issues and file restorations etc.
• Customer service focused; ability to manage key stakeholders in positive, poised and effective manner.
• Proven experience effectively communicating issues/challenges and solutions to the business.
• Strong understanding and demonstrated experience working within the Managed Service Operation.
• Excellent English communication skills, both written and oral and analytical skills.
• Knowledge and experience with ITIL Service Management Lifecycle framework and processes. Analytical and Communication skills.
• Should have experience in managing/maintaining/tracking of Asset Inventory. Follow the Laptop Reclamation Process and escalation guidelines to reclaim the laptops. Coordinate Laptops stock, imaging, allocation and de-allocation where Service Provider Site support resources are staffed. Manage entire laptop lifecycle, including maintaining accurate status in ITSM platform according to regional processes and polices. Management of Mobile devices, handhelds, docking station, monitors, mouse, keyboard and power cords etc.
• Housekeeping activities such as space reclamation, profiles archiving
• Software installations