IT Desktop Support Engineer – MALAYSIA

Axiom Technologies Pty Ltd.; Kuala Lumpur; On-site; MYR 40,000 - 70,000; Full time

Job summary

Axiom Technologies is seeking a capable Desktop Support Engineer to coordinate support activities from basic troubleshooting to complex systems support, with onsite/on-call duties for end-users in the desktop environment.

You will manage desktop incidents, IMAC and desk-side services, deploy Windows images, handle SCCM and patch management, and provide VIP desk-side support while coordinating with vendors and internal teams.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 2+ years of desktop support, helpdesk, or IT technician experience.
• Strong knowledge of Windows OS, Office 365, and basic networking.
• Familiar with ServiceNow, Zendesk, or JIRA ticketing systems.
• Excellent communication and interpersonal skills; strong troubleshooting ability.

Responsibilities

• Coordinate desktop support activities from troubleshooting to complex system support onsite/on-call.
• Manage desktop incidents (hardware and software) through to resolution.
• IMAC and desk-side support services for laptops/desktops, including break-fix tasks.
• Provide Windows images deployment, patch management, and SCCM support.
• Act as site contact for IT issues in absence of other IT support; VIP desk-side support as needed.
• Collaborate with 3rd party vendors and internal IT teams for asset and warranty management.
• Support and maintain endpoint devices, user onboarding, and vulnerability remediation participation.

Skills

Strong communication

Troubleshooting

Problem solving

Interpersonal skills

Education

Bachelor’s degree in Computer Science/IT

Tools

ServiceNow

Zendesk

JIRA

Office 365

Active Directory

SCCM

Intune

Job description

Axiom Technologies is an Australia-based organization with a global presence, specializing in Managed IT Solutions for medium- to large-scale enterprises. To learn more about what we do, please visit: www.axiomtechnologies.com

Role Overview

We are looking for a capable and motivated Desktop Support Engineer to coordinate support activities ranging from basic troubleshooting to complex systems support. This role involves onsite/on-call assistance to end-users within the organization’s desktop computing environment, ensuring timely and accurate service delivery.

Key Responsibilities

• Manage desktop device incidents (hardware and software) through to resolution.
• Manage IMAC and desk-side support services, including hard and soft break-fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, manage, optimise and maintain the configuration and installation of the Desktop, including, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.
• Antivirus Management on all workstation devices
• Workstation related Software Installation & Configuration and Physical Printer Installation
• Deployment support for the Windows Images and the applications deployed using SCCM, Patch Management and Compliance
• Liaise with 3rd party vendors to coordinate component or unit replacement
• Support the Virtual Desktop Interfaces at the endpoint levels
• New Starter Onboarding and Induction
• Smart Hands support for Network devices (e.g. Network Switches, routers, Tape Library, Servers and UPS)
• Provide technical diagnosis and incident/service request resolution of all endpoint devices set out in the Configuration Item.
• Perform endpoint routine health checks and share the report with Axiom’s Client to seek OEM support using the Client’s third-party vendor warranty and/or support and maintenance agreements.
• Perform Physical Asset Audit whenever required and be responsible for reporting asset reports on site on a monthly basis.
• Proactively do a check on user assets and comms room assets, and ensure the Asset Management tool is up to date.
• Communicate effectively with End Users throughout the service disruption/request and provide regular updates through standard Client Channels.
• Participation in Axiom’s clients’ monthly vulnerability management forum with representation from both EUC, Server and Network teams to ensure alignment and priority of vulnerability remediation activities.
• Field support engineers should be available for on-call support for Critical outages / VIP support, / Smart hand support.
• Smart hand Support is expected as per Service Levels.

Qualifications Required:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of experience in a desktop support, helpdesk, or IT technician role.
• Strong knowledge of Windows OS, Office 365, and basic networking concepts.
• Familiarity with ticketing systems like ServiceNow, Zendesk, or JIRA.
• Excellent communication and interpersonal skills.
• Strong troubleshooting and problem-solving abilities.

Preferred:

• Experience with macOS or Linux environments.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
• Experience with Active Directory, Group Policy, and remote management tools (e.g., SCCM, Intune, or JAMF).

Job Category

Technical