IT Support Engineer

Vinda SEA; Malaysia; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading company in digital workplace solutions is seeking a Support Engineer to manage their IT Service Desk and oversee digital workplace IT assets. In this role, you will be responsible for resolving IT incidents and requests, managing an IT team, and supporting IT asset management. The ideal candidate will have a Diploma in IT or equivalent, at least 2 years of relevant experience, and strong customer focus to enhance service delivery.

Qualifications

• At least 2 years of experience in IT support.
• Familiarity with IT asset management and IT projects.
• Strong knowledge of computer hardware and operating systems.

Responsibilities

• Manage IT Service Desk Level 1 support and service requests.
• Oversee IT asset management and ensure inventory accuracy.
• Support in procurement and vendor management for IT devices.

Skills

User orientation

Customer focus

Analytical skills

Independent work

Team collaboration

Education

Diploma in IT

ITIL certification

Degree in Computer Science

Tools

IT helpdesk system

Microsoft Office

O365

MS Excel

Job description

Position Summary

The Support Engineer which is the IT Management & Digital Workplace executive is responsible primarily for the IT Service Desk Level 1 support covering across all IT functions and supports the management of Digital Workplace IT assets.

You will play an essential role to:

1) IT Service Desk Management / Operation Support

• Responsible for all the delivery and resolution of Level 1 IT Incidents, Service Requests and Demands within the agreed SLA across all IT functions (Infrastructure, Applications & Data).
• Managing tickets to ensure tickets are closed based on SLA/KPIs.
• Update ticket with correct resolution for any incident tickets via service desk portal.
• Continuously developing and updating knowledgebase.
• Manage, lead, direct, evaluate, and develop the IT Team by overseeing the employee management process (e.g. staffing decisions, coaching, development, evaluation) with an emphasis to coach and mentor employees. Deliver timely performance feedback and counsel staff in career/performance development.
• Analytical, able to develop reports and root cause analysis and work with the team to reduce recurring issues.
• Involve in monitoring and tracking of service level.
• Audit of performance of various team and report necessary situation.

2) IT Asset & Digital Workplace Management

• Support the overall IT Workplace support for all IT assets, End user computing (EUC) devices, solutions that is managed in within the Vinda Group SEA.
• Responsible on the inventory accuracy of all EUC IT assets.
• Responsible in doing stock check and ensuring inventory accuracy.
• Support in updating the IT Service & Assets Catalogue.
• Manage, lead, direct, evaluate, and develop the IT Workplace Team by overseeing the employee management process (e.g., staffing decisions, coaching, development, evaluation) with an emphasis to coach and mentor employees. Deliver timely performance feedback and counsel staff in career/performance development.
• Provide orientation and guidance to users on how to operate new software and computer equipment.

3) IT Sourcing & Procurement

• Responsible in the procurement process of IT devices.
• Responsible in supporting the R&D and evaluation of new hardware offerings.
• Support in IT Cost Controlling which include budgeting, spend control and analysis.

4) Maintenance agreement/contract management i.e., review/renewal

• Support in tracking and managing maintenance agreement and execution.
• Support in reviewing and renewal of maintenance and support contracts.

5) Involvement and coordination in project work

• Involve in project implementation work which include and might not limited to:

(a) Setup and Configuration

(b) Hardware Deployment

(c) Training

(d) User Documentation

To be successful in this role, you will need to have:

• Minimum qualification Diploma in IT, ITIL certification or Degree in Computer Science/Information Technology or any relevant discipline
• At least 2 years experience in IT support, preferably familiar with IT helpdesk system
• Strong user orientation and customer focus
• Good attitude, willing to learn, can work independently and work as a team
• Preferably experience in IT asset management & IT project for workplace
• Sound knowledge of computer hardware internet security, privacy, networks, and operating systems such as Windows 7, Windows 10, and basic server knowledge
• Strong knowledge in Microsoft Office, O365 and Microsoft Outlook is an added advantage
• Experience in working with MS Excel for reporting via pivot table