IT Support Engineer

Ichor Systems, Inc.; Shah Alam; On-site; MYR 48,000 - 72,000; Full time

Job summary

Ichor Systems, Inc. is seeking an IT Support Engineer to provide on-site support for end-user devices, software, and IT systems, ensuring smooth operations and timely issue resolution.

You will troubleshoot issues, manage helpdesk requests, imaging, software updates, and onboarding/offboarding tasks while collaborating with regional IT teams and vendors. Strong customer service and communication skills are essential.

Qualifications

• Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 2-3 years of relevant IT support or desktop support experience.
• Strong hands-on troubleshooting skills with PC hardware, software, and imaging.

Responsibilities

• Provide first-line and on-site technical support for desktop computers, laptops, peripherals, software, and end-user applications.
• Manage helpdesk tickets, including issue logging, prioritization, troubleshooting, resolution, escalation, and SLA compliance.
• Perform laptop and desktop imaging, configuration, deployment, upgrades, and hardware repairs.
• Troubleshoot Microsoft Office, SharePoint, endpoint security, virtualization, and application performance issues.
• Support LAN, WAN, wireless connectivity, and other basic network-related issues.
• Assist with employee onboarding and offboarding, including account provisioning, access management, equipment preparation, and decommissioning.
• Maintain accurate IT asset inventory, software records, and technical documentation.
• Install and update software, security patches, and workstation configurations in accordance with IT policies.
• Coordinate with regional IT teams, vendors, and third-party service providers to resolve technical issues.
• Provide clear technical guidance to employees and ensure timely communication on support requests.
• Ensure compliance with IT security standards, procedures, and company policies.

Skills

IT support

Desktop support

End-user computing

Troubleshooting

Customer service

Communication

Education

Degree in Information Technology, Computer Science, or related discipline

Tools

CrowdStrike

Mimecast

Aruba Networks

Helpdesk ticketing systems

Job description

Job Description
We’re looking for an IT Support Engineer to p rovide on-site IT support to ensure the smooth operation of end-user devices, software, applications, and IT systems. Troubleshoot technical issues, manage helpdesk requests, and deliver timely, customer-focused support to employees.

Job Description
We’re looking for an IT Support Engineer to p rovide on-site IT support to ensure the smooth operation of end-user devices, software, applications, and IT systems. Troubleshoot technical issues, manage helpdesk requests, and deliver timely, customer-focused support to employees.

Responsibilities

• Provide first-line and on-site technical support for desktop computers, laptops, peripherals, software, and end-user applications.
• Manage helpdesk tickets, including issue logging, prioritization, troubleshooting, resolution, escalation, and SLA compliance.
• Perform laptop and desktop imaging, configuration, deployment, upgrades, and hardware repairs.
• Troubleshoot Microsoft Office, SharePoint, endpoint security, virtualization, and application performance issues.
• Support LAN, WAN, wireless connectivity, and other basic network-related issues.
• Assist with employee onboarding and offboarding, including account provisioning, access management, equipment preparation, and decommissioning.
• Maintain accurate IT asset inventory, software records, and technical documentation.
• Install and update software, security patches, and workstation configurations in accordance with IT policies.
• Coordinate with regional IT teams, vendors, and third-party service providers to resolve technical issues.
• Provide clear technical guidance to employees and ensure timely communication on support requests.
• Ensure compliance with IT security standards, procedures, and company policies.
  

Requirements

• Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 2-3 years of relevant experience in IT support, desktop support, or end-user computing.
• Strong hands-on troubleshooting skills in PC hardware, operating systems, software, system imaging, and device deployment.
• Working knowledge of Microsoft Windows, Microsoft Office applications, and SharePoint.
• Basic understanding of LAN, WAN, wireless networking, and network troubleshooting.
• Familiarity with endpoint security platforms such as CrowdStrike and Mimecast is an advantage.
• Experience with Aruba Networks and helpdesk ticketing systems is an advantage.
• Strong problem-solving, communication, and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Ability to manage competing priorities, handle multiple support requests, and meet service level agreements (SLAs).
• Demonstrate accountability, initiative, attention to detail, and a strong customer service mindset.
• Able to work independently on-site while collaborating effectively with regional IT teams and other departments.