Field IT Support Engineer

TECEZE; Bayan Lepas; On-site; MYR 56,000 - 89,000; Full time

Job summary

TECEZE in Bayan Lepas, Malaysia is seeking a Field IT Support Engineer to provide on-site IT support to end users and customer environments. The role involves hardware and software troubleshooting, network connectivity, and remote user assistance.

You will install, configure, and maintain IT hardware/software, manage incidents via ServiceNow or Jira, and travel to customer locations when required. The position requires 2–5 years of field IT/desktop support experience, a Bachelor's or Diploma in

Qualifications

• 2–5 years of experience in Field IT / Desktop Support / EUC Support
• Strong knowledge of Windows 10/11 & Microsoft 365
• Hands-on experience in desktop/laptop hardware troubleshooting
• Basic knowledge of LAN, WAN, Wi-Fi, TCP/IP, DNS & DHCP
• Experience with Active Directory & user account management
• Familiarity with ServiceNow, Jira, or other ticketing tools
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer-handling skills
• Ability to work independently at customer locations

Responsibilities

• Provide L1/L2 on-site IT support for hardware, software, network, and system issues
• Install, configure, replace, and maintain IT hardware/software
• Troubleshoot LAN, Wi‑Fi, VPN & network connectivity
• Manage incidents and service requests through ServiceNow, Jira, or similar ticketing tools
• Handle hardware break/fix activities and coordinate with vendors
• Support user onboarding & offboarding, including device setup and access activities
• Maintain IT asset inventory and update asset records
• Follow SLA, ITIL, security & operational procedures
• Escalate complex issues to L2/L3 teams
• Prepare service reports and document troubleshooting activities
• Travel to customer/branch locations whenever required

Skills

Windows 10/11

Microsoft 365

Desktop hardware troubleshooting

LAN/WAN/Wi-Fi

TCP/IP DNS DHCP

Active Directory

ServiceNow

Jira

Customer service

Independent work

Education

Bachelor’s Degree / Diploma in IT/CS/Electronics

Tools

ServiceNow

Jira

Job description

Are you passionate about IT infrastructure, desktop support, hardware troubleshooting, and customer-facing technical support? Join our team as a Field IT Support Engineer and get the opportunity to work directly with end users and customer environments.

Experience: 2–5 Years

Work Mode: On-site / Field Support

Employment Type: Full-Time

What You’ll Do

• Provide L1/L2 on-site IT support for hardware, software, network, and system issues
• Install, configure, replace, and maintain IT hardware/software
• Troubleshoot LAN, Wi‑Fi, VPN & network connectivity issues
• Manage incidents and service requests through ServiceNow, Jira, or similar ticketing tools
• Handle hardware break/fix activities and coordinate with vendors
• Support user onboarding & offboarding, including device setup and access activities
• Maintain IT asset inventory and update asset records
• Follow SLA, ITIL, security & operational procedures
• Escalate complex issues to L2/L3 teams
• Prepare service reports and document troubleshooting activities
• Travel to customer/branch locations whenever required

• 2–5 years of experience in Field IT / Desktop Support / EUC Support
• Strong knowledge of Windows 10/11 & Microsoft 365
• Hands‑on experience in desktop/laptop hardware troubleshooting
• Basic knowledge of LAN, WAN, Wi‑Fi, TCP/IP, DNS & DHCP
• Experience with Active Directory & user account management
• Familiarity with ServiceNow, Jira, or other ticketing tools
• Strong troubleshooting and problem‑solving skills
• Excellent communication and customer‑handling skills
• Ability to work independently at customer locations

Certifications – Good to Have

Someone who is customer-focused, proactive, organized, and comfortable handling multiple incidents while working in a fast‑paced field environment.

Education

Bachelor’s Degree / Diploma in IT, Computer Science, Electronics, or a related field.