IT Support Engineer

ServiceOne Solutions Malaysia; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading IT solutions provider in Kuala Lumpur is seeking an experienced IT Support Engineer to provide first and second-line support for hardware, software, and network-related issues. The ideal candidate will have 3-5 years of relevant experience, excellent communication skills, and a customer-centric mindset. This 1-year renewable contract comes with attractive remuneration, including medical coverage and various leave types. Ideal for candidates prioritizing career growth in a dynamic environment.

Benefits

Attractive remuneration package

Medical coverage

Various types of leave

Discretionary bonus

Qualifications

• 3-5 years of proven track record in IT support, preferably in retail operations in the luxury industry.
• Excellent communication and interpersonal ability in both written and spoken English.
• Customer-centric and aims to deliver exceeding expectations.

Responsibilities

• Provide first and second-line desk side support for hardware, software, and network-related issues.
• Log, track, and resolve IT incidents & service requests within agreed SLAs.
• Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals).
• Work with vendors, outsourcers, and contractors to deliver IT services.
• Support store IT setups, POS systems, and network equipment.

Skills

Basic knowledge of ServiceNow

Fundamental understanding of networking

Basic proficiency in Microsoft Intune

Basic proficiency in Microsoft 365

Strong analytical and problem-solving skills

Ability to work independently

Ability to multitask

Ability to work under pressure

Skills in change management

Project management experience

Job description

Provide first and second-line desk side support for hardware, software, and network-related issues.

Maintain effective communication with office users, and IT teams to ensure service alignment.

Escalate complex issues to relevant IT teams following defined procedures.

Log, track, and resolve IT incidents & service requests within agreed SLAs.

Assist in major incident coordination when required.

Hardware & Software Management

Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals).

Assist in OS managing, software installations, and patch management.

Maintain accurate IT asset inventory (hardware & software) and track life cycle.

Vendor & Third-Party Coordination

Work with vendors, outsourcers, and contractors to deliver IT services (helpdesk, store projects, etc.).

Ensure vendor performance meets agreed service levels.

Office IT Support

Support store IT setups, POS systems, and network equipment (if applicable).

Compliance & Documentation

Follow ITSM processes (ITIL-based Incident, Request, Problem Management).

Maintain knowledge base articles for common issues and resolutions.

Other Duties

Assist in IT projects (e.g. Windows upgrades, hardware refresh).

Perform other IT support duties as assigned.

3-5 years of proven track record in IT support, preferably in retail operations in the luxury industry.

Excellent communication and interpersonal ability in both written and spoken English, Mandarin is a plus.

Customer-centric and aims to deliver exceeding expectations.

Technical Skills

• Basic knowledge of ServiceNow
• Fundamental understanding of networking
• Basic proficiency in Microsoft Intune and Microsoft 365
• Strong analytical and problem-solving skills, self-driven and proactive
• Able to work independently and multitask with minimum supervision
• Able to work under pressure and meet tight schedules
• Skills in change management are an added advantage
• Project management experience is an added advantage

Candidate with more experience will be considered as Senior Engineer.

*This is a renewable 1-year contract position.

We offer excellent career opportunities, attractive remuneration package and fringe benefits including banking holiday, various types of leave, discretionary bonus & medical coverage. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.