IT Engineer - Field Operations

Digiphoto Entertainment Imaging; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading imaging company in Malaysia is seeking a Technical Support Specialist to provide L2 and L3 support for IT-related incidents across multiple sites. Responsibilities include conducting preventive maintenance on IT infrastructure, managing user accounts, and maintaining accurate asset documentation. The ideal candidate has over three years of experience in IT support, strong troubleshooting skills, and excellent communication abilities to support non-technical users. Opportunities for travel to various sites are included.

Qualifications

• 3+ years of hands-on experience in IT Support, Field Service Engineering, or Systems Administration.
• Strong proficiency in diagnosing and resolving PC/laptop hardware issues.
• Solid understanding of networking fundamentals and remote access technologies.

Responsibilities

• Provide L2 and L3 technical support for field-related incidents.
• Conduct regular preventive maintenance on local network closets and servers.
• Maintain accurate inventory records of all IT assets at assigned locations.

Skills

IT Support

Field Service Engineering

Systems Administration

Customer Service

Networking Fundamentals

Windows 10/11

Education

Relevant certifications (CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator)

Job description

1. Technical Support and Incident Resolution

• Provide L2 and L3 technical support for all field-related incidents and service requests, including troubleshooting hardware, software, network connectivity, and specialized onsite equipment (e.g., POS systems, local servers, IP cameras).

• Perform timely diagnosis, repair, and replacement of faulty IT equipment, while managing local spare-parts inventory and logistics.

• Accurately document all support activities, resolutions, and technical findings in the IT Service Management (ITSM) system.

• Serve as the technical point of contact during major site incidents, ensuring clear communication and rapid service restoration.

2. Infrastructure Maintenance and Deployment

• Conduct regular preventive maintenance on local network closets, servers, and endpoint devices to ensure systems are patched, secure, and optimized.

• Execute standardized deployments for new site openings, technology refreshes, and site closures/decommissioning, adhering to central IT guidelines.

• Manage local user accounts, access controls, and security policies in alignment with central IT Security directives.

• Work closely with central Infrastructure and Networking teams on remote diagnostics, troubleshooting, and scheduled upgrades.

3. Asset Management and Documentation

• Maintain accurate inventory records of all IT assets at assigned field locations, tracking lifecycle from deployment through disposal.

• Create and update technical documentation, knowledge base articles, and site-specific runbooks to support local staff and enhance First Call Resolution (FCR).

• Ensure local compliance with corporate IT policies, software licensing requirements, and physical security standards for IT equipment.

Technical Skills

• 3+ years of hands-on experience in IT Support, Field Service Engineering, or Systems Administration in a multi-site environment.

• Strong proficiency in diagnosing and resolving PC/laptop hardware issues, Windows 10/11, and common enterprise applications.

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, basic routing and switching) and remote access technologies (VPN).

• Experience supporting specialized field equipment such as POS systems, printers, and industrial scanners.

• Familiarity with Active Directory administration and basic server maintenance/virtualization (VMware or Hyper-V).

• Relevant certifications (CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator) are highly preferred.

Professional Skills

• Excellent customer service, communication, and interpersonal skills, with the ability to explain technical issues to non-technical users.

• Strong ability to work independently, prioritize effectively, and manage time in a dynamic environment.

• Willingness to travel to assigned sites for installations, break-fix support, and maintenance activities.