IT Service Desk Engineer

KUKA Robot Automation (Malaysia) Sdn Bhd; Petaling Jaya; On-site; MYR 42,000 - 66,000; Full time

Job summary

KUKA Robot Automation (M) Sdn. Bhd. in Malaysia is seeking an IT Service Desk Engineer to join our Global IT Infrastructure team. You will be the first point of contact, delivering Level 1 support and ensuring timely communication and escalation when needed.

You will handle end-user issues, log tickets, and follow SLAs while gaining exposure to global IT operations in a multinational environment.

Qualifications

• Diploma or Bachelor's degree in IT, CS, IS, or related discipline.
• 1–3 years of IT Service Desk or related experience.
• Strong troubleshooting skills and solid Microsoft end-user computing knowledge.
• Experience with Windows, Microsoft 365, Outlook, Teams, VPN, MFA, printers, and desktops.
• Familiarity with ITSM platforms such as Freshservice, ServiceNow, Jira Service Management.
• Knowledge of Microsoft Entra ID (Azure AD), Intune, remote tools, and ITIL is a plus.
• Strong English communication skills.

Responsibilities

• Provide Level 1 IT support across global staff via phone, email, and ITSM.
• Log, categorize, prioritize, and route incidents and service requests.
• Monitor ticket progress and meet SLAs.
• Escalate complex issues to L2/L3 while keeping users informed.
• Maintain accurate ticket documentation and knowledge articles.

Skills

Windows OS

Microsoft 365

Outlook/Teams

VPN/Remote access

ITSM platforms

Microsoft Entra ID

Intune

ITIL basics

English proficiency

Education

Diploma/Bachelor's in IT

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

KUKA Robotics Malaysia is seeking an IT Service Desk Engineer to join our Global IT Infrastructure team.

As the first point of contact for users across our global organization, you will provide Level 1 (L1) technical support through phone, email, self-service portals, and IT Service Management (ITSM) platforms. You will play a key role in delivering an exceptional user experience by resolving IT issues, managing service requests, and ensuring timely communication and escalation when required.

This is an excellent opportunity for IT professionals looking to build their career within a multinational environment while gaining exposure to global IT operations, modern workplace technologies, and enterprise support processes.

Make an Impact

End User Support

Serve as the first point of contact for users seeking technical assistance via phone, email, ITSM platforms, and other support channels.

Deliver professional, customer-focused support while ensuring a positive user experience.

Provide first-level troubleshooting and resolution for IT incidents and service requests.

Log, categorize, prioritize, and route incidents and service requests accurately within the ITSM system.

Monitor ticket progress and ensure timely resolution in accordance with established Service Level Agreements (SLAs).

Escalate complex issues to L2 and L3 support teams while maintaining ownership and communication with end users.

Technical Troubleshooting

Diagnose and resolve common IT issues related to:

Windows Operating Systems

Microsoft 365 Suite

Outlook and Teams

VPN and Remote Access

Printers and Peripheral Devices

Basic Network Connectivity

Enterprise Applications

Knowledge Management

Maintain accurate ticket documentation and update knowledge articles where appropriate.

Contribute to continuous improvement of support processes and service delivery standards.

IT Compliance & Security

Follow IT security policies, access control procedures, and data protection requirements.

Support identity and access management activities in accordance with corporate standards.

What We're Looking For

Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

1-3 years of experience in IT Service Desk, Helpdesk, Desktop Support, NOC, Technical Support, or Customer Support environments.

Solid troubleshooting skills with strong technical foundations in Microsoft technologies and end-user computing.

Experience supporting Windows, Microsoft 365, Outlook, Teams, VPN, MFA, printers, and desktop environments.

Familiarity with ITSM platforms such as Freshservice, ServiceNow, Jira Service Management, or similar ticketing systems.

Knowledge of Microsoft Entra ID (Azure AD), Microsoft Intune, remote support tools, and ITIL processes is an advantage.

Strong verbal and written communication skills in English.

Service-oriented mindset with a passion for helping users and solving technical issues.

Ability to work effectively in a fast-paced, shift-based support environment.

Strong attention to detail, problem-solving ability, and willingness to learn.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

KUKA Robot Automation (M) Sdn. Bhd., located in the Selangor state of Malaysia, is the South East Asia Regional Office and the Technical Support Centre for KUKA Robot Group in Asia. KUKA Malaysia first started in with system partner in 1993. In order to provide effective and efficient support to our customers, KUKA Malaysia was incorporated in September 1999. The business scope covers design, fabrication, assembly, delivery, installation, testing, commissioning, training and production standby of robotic systems. KUKA Malaysia is able to providecomplete system solutions in all areas of robotic applications, including welding, handling, cutting, gluing, bending, palletizing etc.

Product & Services

INDUSTRIAL ROBOTS

KUKA builds jointed-arm robots for payloads from 3 kg to over 1000 kg.

CONTROLLERS

KUKA is pioneer of the PC controllers for robots.

SOFTWARE

KUKA is able to offer a diversity of software products that is unequalled anywhere in the world.

AND MORE

Linear units allow the robot to move along a horizontal axis, thereby extending the robot's work envelope.

ROBOT SYSTEMS

Special tasks call for special robots. Click here to explore the world of robot systems.

PRODUCT RANGE

As a robotics pioneer, the KUKA Robot Group is one of the leading suppliers of industrial robotics. KUKA today offers a uniquely wide range of industrial robots and robot systems, covering all common payload categories and robot types. This means that KUKA always offers you the robot that is exactly customized for your application and industry, for example six-axis robots of all sizes, palletizers, gantry robots, cleanroom robots, robots made of stainless steel, heat-resistant robots, SCARA robots orwelding robots.

For standard or shelf-mounted robots and heavy-duty versions, mounting is possible on the floor or on the ceiling, making them multifunctional and flexible. The modular structure of KUKA robots means they can quickly and easily be reconfigured for other tasks. All robots operate with a dependable PC-based control platform. This PC-based robot controller (KR C) allows you to use all the advantages of PC technology, such as remote diagnosis, Microsoft Windows interface, field bus, Soft PLC, OPC Server and much more.

The standards set here by KUKA have convinced robot users worldwide and have made KUKA a world leader in the field of industrial robots with PC-based controllers. Our robot product range is complemented by task-related additional applications and by so-called hub technologies, based on the intelligent networking of controllers. Irrespective of the individual technologies involved, KUKA's product portfolio is characterized by an integrated system philosophy, top safety and reliability, a uniform look and feel, common operator control devices, and consistent maintenance and upgrade concepts.

Finally, our international network of qualified system partners, robot integrators and system builders from the widest variety of industries serves to guarantee a robot solution, or a complete solution, that is exactly tailored to your requirements. We offer practical assistance in the implementation of your automation projects.

KUKA Robot Automation (M) Sdn. Bhd., located in the Selangor state of Malaysia, is the South East Asia Regional Office and the Technical Support Centre for KUKA Robot Group in Asia. KUKA Malaysia first started in with system partner in 1993. In order to provide effective and efficient support to our customers, KUKA Malaysia was incorporated in September 1999. The business scope covers design, fabrication, assembly, delivery, installation, testing, commissioning, training and production standby of robotic systems. KUKA Malaysia is able to providecomplete system solutions in all areas of robotic applications, including welding, handling, cutting, gluing, bending, palletizing etc.

Product & Services

INDUSTRIAL ROBOTS

KUKA builds jointed-arm robots for payloads from 3 kg to over 1000 kg.

CONTROLLERS

KUKA is pioneer of the PC controllers for robots.

SOFTWARE

KUKA is able to offer a diversity of software products that is unequalled anywhere in the world.

AND MORE

Linear units allow the robot to move along a horizontal axis, thereby extending the robot's work envelope.

ROBOT SYSTEMS

Special tasks call for special robots. Click here to explore the world of robot systems.

PRODUCT RANGE

As a robotics pioneer, the KUKA Robot Group is one of the leading suppliers of industrial robotics. KUKA today offers a uniquely wide range of industrial robots and robot systems, covering all common payload categories and robot types. This means that KUKA always offers you the robot that is exactly customized for your application and industry, for example six-axis robots of all sizes, palletizers, gantry robots, cleanroom robots, robots made of stainless steel, heat-resistant robots, SCARA robots orwelding robots.

For standard or shelf-mounted robots and heavy-duty versions, mounting is possible on the floor or on the ceiling, making them multifunctional and flexible. The modular structure of KUKA robots means they can quickly and easily be reconfigured for other tasks. All robots operate with a dependable PC-based control platform. This PC-based robot controller (KR C) allows you to use all the advantages of PC technology, such as remote diagnosis, Microsoft Windows interface, field bus, Soft PLC, OPC Server and much more.

The standards set here by KUKA have convinced robot users worldwide and have made KUKA a world leader in the field of industrial robots with PC-based controllers. Our robot product range is complemented by task-related additional applications and by so-called hub technologies, based on the intelligent networking of controllers. Irrespective of the individual technologies involved, KUKA's product portfolio is characterized by an integrated system philosophy, top safety and reliability, a uniform look and feel, common operator control devices, and consistent maintenance and upgrade concepts.

Finally, our international network of qualified system partners, robot integrators and system builders from the widest variety of industries serves to guarantee a robot solution, or a complete solution, that is exactly tailored to your requirements. We offer practical assistance in the implementation of your automation projects.

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