IT Service Desk Engineer: Escalations & Security

Sophic Automation; Seberang Perai; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology company in Penang is seeking a Technical Support Engineer to manage escalated and complex support issues, provide Tier 1/2 support for Microsoft services, and lead the development of knowledge base articles. The ideal candidate should have strong knowledge of enterprise-level operating systems, experience with ServiceNow, and skills in troubleshooting hardware and software issues. This position emphasizes professional development through mentorship and proactive problem-solving in a collaborative team environment.

Qualifications

• Strong knowledge of enterprise-level operating systems (e.g., Windows, macOS, Linux).
• Experience with or functional knowledge of ServiceNow or similar ITSM tools.
• Demonstrable hands-on experience with Microsoft Intune, Microsoft Defender, and Microsoft Entra (formerly Azure AD).
• Familiarity with remote access tools like Absolute and BTRS Remote.

Responsibilities

• Handle escalated and complex support issues.
• Provide Tier 1/2 support for core Microsoft Enterprise Services.
• Conduct technical training sessions and provide mentorship.
• Log, assign, and follow up on tickets.

Skills

Enterprise-level operating systems knowledge

ServiceNow or similar ITSM tools

Microsoft Intune expertise

Networking concepts understanding

Command-line interface experience

Troubleshooting hardware and software issues

Technical documentation skills

Proactive problem-solving

Tools

Microsoft Intune

Microsoft Defender

Microsoft Entra

Absolute

BTRS Remote

Job description

A leading technology company in Penang is seeking a Technical Support Engineer to manage escalated and complex support issues, provide Tier 1/2 support for Microsoft services, and lead the development of knowledge base articles. The ideal candidate should have strong knowledge of enterprise-level operating systems, experience with ServiceNow, and skills in troubleshooting hardware and software issues. This position emphasizes professional development through mentorship and proactive problem-solving in a collaborative team environment.