IT Service Desk Hotline Engineer

KUKA Aktiengesellschaft; Petaling Jaya; On-site; MYR 66,960 - 111,600; Full time

Job summary

KUKA Group Malaysia is seeking an IT Service Desk Hotline Engineer to provide first-line support for employees and customers. You will log, categorize, and resolve IT tickets, and collaborate with L2/L3 teams to ensure timely incident resolution.

You’ll troubleshoot issues across Windows, Microsoft 365, Outlook, Teams, VPN, printers, and basic networking, while maintaining clear documentation and adhering to IT security controls.

Qualifications

• 1–3 years of experience in IT Service Desk, helpdesk, desktop support, NOC, or customer-facing IT support.
• Experience with ITSM tools such as Freshservice, remote support tools, telephony/contact-center tools, Microsoft 365, Entra ID, Intune, or ITIL-based processes would be an advantage.
• Strong communication and service-minded attitude; ability to work in a global IT operation.

Responsibilities

• Handling hotline calls and IT support requests professionally
• Logging, categorizing, prioritizing, and assigning tickets accurately
• Troubleshooting common IT issues related to Windows, Microsoft 365, Outlook, Teams, VPN, MFA, printers, basic networking, and enterprise applications
• Supporting incident management, request fulfilment, SLA follow-up, and escalation to L2/L3 resolver teams
• Maintaining clear ticket documentation and contributing to knowledge articles
• Ensuring compliance with IT security, data protection, and access control processes

Skills

Communication skills

Troubleshooting fundamentals

Customer-facing IT support

Team collaboration

Tools

Freshservice

Remote support tools

Telephony tools

Microsoft 365

Entra ID

Intune

ITIL

Job description

IT Service Desk Hotline Engineer

Discover your impact with KUKA Group

KUKA Group offers an enormous spectrum of possibilities to advance your career, live your passions and unlock your potential. We´re one of the world's leading automation specialists, offering global opportunities in areas such as robotics, automation, logistics, software solutions and electronics. If you´re a go-getter, a visionary with bold ambitions and believer in collaboration and mutual respect, then you're poised for success here at KUKA Group.

Responsibilities: Make an impact

• Handling hotline calls and IT support requests professionally
• Logging, categorizing, prioritizing, and assigning tickets accurately
• Troubleshooting common IT issues related to Windows, Microsoft 365, Outlook, Teams, VPN, MFA, printers, basic networking, and enterprise applications
• Supporting incident management, request fulfilment, SLA follow-up, and escalation to L2/L3 resolver teams
• Maintaining clear ticket documentation and contributing to knowledge articles
• Ensuring compliance with IT security, data protection, and access control processes

Application Requirements: What you need to succeed

We’re looking for someone with 1–3 years of experience in IT Service Desk, helpdesk, desktop support, NOC, or customer‑facing IT support, with strong communication skills, good troubleshooting fundamentals, and a service‑minded attitude. Experience with ITSM tools such as Freshservice, remote support tools, telephony/contact‑center tools, Microsoft 365, Entra ID, Intune, or ITIL‑based processes would be an advantage. If you enjoy helping users, solving IT issues, working in a structured support environment, and being part of a global IT operation, this could be a great opportunity.

Location: KUKA Malaysia Employment type: Full-time, shift‑based operations