IT Support Engineer

UOB; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

A leading bank in Asia is seeking an IT Support Engineer to deliver technical support and troubleshoot issues for end-users. Responsibilities include managing incidents, user administration, and collaborating with a regional support team. The ideal candidate should have strong technical and customer service skills, ensuring compliance with security and performance standards.

Qualifications

• Experience in providing technical support for IT systems.
• Ability to manage incidents and service requests effectively.
• Knowledgeable in hardware and software troubleshooting processes.

Responsibilities

• Provide first and second-level support for IT issues.
• Manage user accounts and permissions effectively.
• Troubleshoot desktop and network-related issues.
• Collaborate with IT support team in Singapore for issue escalation.
• Participate in IT projects and contribute to support documentation.

Skills

Technical support

Incident management

User & system administration

Hardware troubleshooting

Network support

Tools

Active Directory

Microsoft 365

Job description

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Job Summary:
The IT Support Engineer is responsible for delivering technical support and troubleshooting services to end-users, ensuring the smooth operation of IT systems. This role involves managing incidents and service requests through a ticketing system, resolving hardware/software issues, supporting IT infrastructure, and collaborating with the regional support team in Singapore. The engineer also prepares regular reports to track support performance, asset status, and compliance metrics.

Key Responsibilities

• Technical Support & Ticket Management:
  • Provide first and second-level support for IT issues via the ticketing system.
  • Log, track, prioritize, and resolve incidents and service requests within defined SLAs.
  • Escalate unresolved issues to appropriate teams while maintaining ownership and communication with end-users.
• User & System Administration:
  • Manage user accounts, permissions, and access rights in Active Directory and Microsoft 365.
  • Support desktop/laptop provisioning, software installations, and system configurations.
• Hardware & Software Support:
  • Troubleshoot and resolve issues related to desktops, laptops, printers, and mobile devices.
  • Maintain and update IT asset inventory and documentation.
• Network & Connectivity:
  • Assist in diagnosing and resolving basic network issues (LAN, Wi-Fi, VPN).
  • Support network device setup and configuration under guidance.
• Regional Collaboration:
  • Engage with the IT support team in Singapore for issue escalation, knowledge sharing, and coordination of cross-site support activities.
  • Participate in regional meetings and contribute to standardization of support practices.
• Reporting & Documentation:
  • Generate regular reports on ticket resolution metrics, asset inventory, and compliance status.
  • Document troubleshooting steps, resolutions, and known issues for knowledge base development.
  • Provide insights and recommendations based on support trends and recurring issues.
• Security & Compliance:
  • Apply patches and updates to ensure system security and compliance.
  • Support endpoint protection and data loss prevention tools.
• Project & Deployment Support:
  • Participate in IT projects such as hardware refresh, software rollouts, and system upgrades.
  • Collaborate with cross-functional teams to implement IT solutions.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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