IT Engineer

ITC Infotech; Petaling Jaya; On-site; MYR 45,000 - 56,000; Full time

Job summary

ITC Infotech is seeking a Local IT Engineer in Malaysia to deliver Level 2 end-user and infrastructure support. You will troubleshoot hardware/software issues, manage endpoint devices, and ensure security compliance while acting as the primary onsite IT contact for business users.

Responsibilities include hardware deployment, imaging, asset inventory, ITSM/ITIL processes with ServiceNow/JIRA, and collaboration with network and security teams on IT projects.

Qualifications

• Experience in End-User Computing Desktop Support and IT Infrastructure Support.
• Strong knowledge of Windows operating systems, Microsoft 365, VPN, and collaboration tools.
• Ability to work onsite and collaborate with multiple IT teams.

Responsibilities

• Provide Level 2 technical support for hardware and software issues across desktops, laptops, mobile devices, and peripherals.
• Diagnose, troubleshoot, and resolve end-user incidents remotely or onsite.
• Deploy, configure, and maintain desktops, laptops, mobile devices, printers, scanners, and other peripherals.

Skills

End-User Support

Desktop Support

IT Infrastructure

Security Compliance

Onsite Support

Tools

ServiceNow

JIRA

Microsoft 365

Job description

The Local IT Engineer will be responsible for delivering high-quality Level 2 end-user and infrastructure support across the organization. The role involves troubleshooting hardware and software issues, managing endpoint devices, supporting IT infrastructure initiatives, ensuring compliance with security standards, and acting as the primary onsite IT contact for business users.

Key Responsibilities:

• Provide Level 2 technical support for hardware and software issues across desktops, laptops, mobile devices, and peripherals.
• Diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite.
• Deploy, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, and other peripherals.
• Provide application support for Microsoft 365, VPN, collaboration tools, and other standard business applications.
• Perform device imaging, configuration, deployment, replacement, and hardware refresh activities.
• Ensure end-user devices comply with IT security and compliance standards, including antivirus, patching, encryption, and other security controls.
• Maintain accurate hardware and software asset inventory, including lifecycle and license tracking.
• Log, manage, and track incidents, service requests, and changes using ITSM tools such as ServiceNow following ITIL processes.
• Collaborate with network, infrastructure, security, application, and other IT teams to resolve complex issues and support IT projects.
• Support system upgrades, migrations, hardware rollouts, software deployments, and other infrastructure initiatives.
• Coordinate with external vendors and service providers for hardware replacement, software issues, procurement, and technical escalations.
• Provide guidance and basic technical training to end users on IT systems, applications, and security policies.
• Identify recurring issues, process gaps, and operational risks and recommend appropriate solutions or improvements.
• Provide onsite support at secondary sites and warehouses when required by business needs.
• Participate in operational activities and ensure timely resolution of incidents in line with agreed SLA ITIL processes.
• Prepare and submit monthly timesheets as the formal record of services delivered.
• Strong experience in End-User Computing Desktop Support IT Infrastructure Support.
• Good knowledge of Windows operating systems, Microsoft 365, VPN, and collaboration tools.
• Experience with hardware troubleshooting, device deployment, imaging, and configuration.
• Knowledge of ITSMITIL processes and tools such as ServiceNow or JIRA.
• Understanding of endpoint security, patching, antivirus, encryption, and compliance requirements.
• Experience managing IT assets and hardware & software lifecycle.
• Good troubleshooting and problem-solving skills.
• Ability to work independently in an onsite customer environment.
• Strong communication and stakeholder-management skills.
• Ability to collaborate effectively with local and global IT teams and external vendors.
• Flexibility to travel to secondary sites warehouses when required.