IT Support Engineer

Tentacle Technologies; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

A leading technology company based in Malaysia is seeking an IT Support Engineer to deliver high-quality technical support across various platforms. The role involves managing incident requests, providing onsite support, and ensuring efficient IT asset management. Candidates should have experience with tools like ManageEngine and Microsoft Intune and possess strong technical problem-solving skills in a dynamic environment.

Qualifications

• Experience in managing IT support requests and incident resolution.
• Proficient in using Active Directory for user and password management.
• Familiar with managing IT assets and conducting audits.

Responsibilities

• Manage and respond to incident and service request tickets.
• Provide technical support for end-user equipment and applications.
• Conduct asset management and ensure security compliance.

Skills

Technical Support

Incident Management

Active Directory

Microsoft Intune

ManageEngine

CISCO IPTEL

Webex

Event Coordination

Tools

ManageEngine Endpoint Central

Microsoft Intune

BMC Helix ITAM

Job description

Receive and manage incident and service request tickets through the Service Desk Portal and all integrated platforms.

Provide level 1 support by evaluating tickets, assigning the correct category, and routing them to the appropriate assignee or implementer.

Follow up on open tickets and identify any misrouted tickets to prevent incident breaches or prolonged unresolved requests.

Handle calls to the Service Desk general line if required.

Manage Office 365 requests, including creation and deletion of mailboxes.

Manage password resets, unlock passwords, and create Active Directory (AD) IDs using Active Directory.

Support creation of user IDs and other onboarding/offboarding needs.

Monitor & respond to the dedicated Service Desk mailbox, such as the MISC Application and Service Desk Manual Assignment mailbox.

Create and update a GICT knowledge base within the Service Desk Portal to share with MISC Group users across multiple platforms.

Assist in implementing standards and applying them to track, monitor, report, resolve, or escalate issues as needed.

Share monthly reports (including SLA, OLA) with MISC or its representatives within the 2nd week of the following month.

Onsite Technical Support

Provide technical support for standard operating environments to MISC Group users.

Technical support for end-user desktop, laptop, software, file server, printer, and network connectivity issues.

Manage CISCO IPTEL including directory management, user assignment/removal, voicemail configuration, and conference units.

Manage Microsoft Intune for mobile device and application management, including deployment of desktop apps, software updates, and OS through Intune Configuration Manager.

Use ManageEngine Endpoint Central to control device access, track hardware/software, manage IT assets, install software, scan vulnerabilities, deploy Windows updates, and generate reports.

Adhere to MISC GICT SLA guidelines for incident and request management.

Host/produce Webex meetings/webinars and Teams meetings/Live events.

Coordinate with other departments on event planning at various locations as requested through the Service Desk Portal.

Set up VC Systems such as Logitech Rally, Cisco Mobile VC, Huawei Hub, projectors, displays, and sound systems.

Provide standby technical support for executive meetings/events and support internal/external events.

VIP Support

Attend VIPs at home if necessary to resolve critical issues like BoardPac or iPad problems that cannot be fixed remotely.

IT Asset Management

Maintain accurate inventory records and track movement of physical assets.

Coordinate distribution of assets for new deployments and end-of-lease processes.

Support printer rental metering and maintain software inventory for MISC assets.

Assist in installing Ysoft software for multifunction printers for all MISC staff.

Conduct yearly asset audits across locations.

Use tools like ManageEngine Endpoint Central, Microsoft Intune, and BMC Helix ITAM for asset tracking, updates, and management.

Ensure desktops and laptops are updated with latest security patches and antivirus definitions.

Collaborate with the Cyber Security team on security alerts or incidents.

Perform hardware deployment, repair, or replacement, working with hardware suppliers as needed.

End-of-Lease (EOL) Management

Manage collection, return, disposal, and secure data wiping with documentation.

Prepare new laptops and pack IT equipment/assets accordingly.

Unlock Job Insights

Salary match, number of applicants, skills match.

Application questions include work rights in Malaysia, expected salary, qualifications, and experience as an IT Support Engineer.

About Tentacle Technologies: Founded in 2001, headquartered in Malaysia, operating in Singapore, India, and the Philippines. Specializes in Business Consulting, Software Development, Quality Assurance, and Digital Transformation solutions. Known for innovation and a strong global presence.

Interested candidates should include relevant details for investigation and reporting purposes.