IT Support Engineer (Desktop/End-User Support)

NTT DATA Serv Malaysia; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

NTT DATA is seeking an IT Field Services Lead (Desktop/End User Support) to guide a team of field service engineers in Kuala Lumpur. The role focuses on high-level escalations, daily field operations, and mentoring staff to ensure quality, security compliance, and timely service delivery.

The candidate will oversee on-site rollouts, asset management, and reporting while coordinating with partners and other departments for successful project delivery in Malaysia.

Qualifications

• Experience leading field service teams.
• Strong desktop/user support background.
• Ability to manage onsite operations and SLAs.
• Excellent communication with clients and teammates.

Responsibilities

• Lead and mentor a team of field technicians and engineers on-site.
• Coordinate desktop support and IT staff for design and deployment of new tech.
• Ensure compliance with SLAs and timeliness of training and timesheets.
• Perform weekly quality checks and provide coaching as needed.
• Manage information security remediation and incident responses.
• Oversee dispatch, scheduling, and resource allocation for field work.
• Run onboarding/offboarding for new hires and conduct JML process.
• Prepare weekly and monthly field operation reports.

Skills

Leadership & team management

Desktop support

Field service operations

SLA management

Job description

We are currently seeking a IT Field Services Lead (Desktop/End User Support) to join our team in Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (MY-14), Malaysia (MY).

The Technical Field Service Team Lead is responsible for guiding a team of field service engineers and technicians to deliver exceptional on-site technical support, maintenance, and deployment services. This role splits focus between providing high-level technical escalations, managing daily field operations, ensuring compliance with Service Level Agreements (SLAs), and mentoring team members. The ideal candidate ensures operational efficiency, high client satisfaction, and a safe working environment.

Key Responsibilities

• Lead, coach, and mentor a team of field technicians and engineers, fostering a collaborative and high-performance culture.
• Manage and lead the desktop support team, coordinating with IT staff on design and implementation of new technology
• Ensuring all compliance requirement (training/timesheet submission) is done within timelines
• Training employees on new programs or applications as needed
• Evaluating employees’ job performance, identifying areas for improvement, and providing feedback
• Ensuring incidents/tasks are of best quality by doing quality checks on a weekly basis. Necessary coaching to take place as needed if slippage is noticed
• Ensuring that security measures are in place to protect against unauthorized access to sensitive data
• Manage and drive remediation efforts related to information security, remediation may be from incidents, penetration tests, vulnerability scans, internal/external audits and other assessments (when required)
• Coordinate with higher, peer and subordinate elements to troubleshoot.

Resource Scheduling:

Oversee the dispatching, scheduling, and allocation of field resources to optimize response times and maximize productivity.

Performance Evaluation:

Conduct performance reviews, identify training gaps, and assist in the professional development of team members.

Onboarding / Offboarding:

• Lead the training and onboarding process for new field service hires.
• Conduct the end-to-end JML process

2. Service Delivery & Operations

SLA Management:

Ensure all field service requests, incidents, and preventative maintenance tasks are resolved within agreed contractual SLAs.

Act as the primary technical and operational escalation point for complex field issues that cannot be resolved by frontline technicians.

Project Coordination:

• Oversee on-site rollouts, hardware refreshes, and projects, ensuring deliverables are met on time and within scope.
• Managing projects that require coordination with other departments within the organization or with external vendors or partners

Quality Assurance:

Conduct regular site audits and review completed work orders to ensure technical standards and quality benchmarks are maintained.

3. Technical & Asset Management

Hands-on Support:

Provide advanced on-site troubleshooting and technical support for critical infrastructure, hardware, network components, or specialized equipment when required.

Inventory & Tool Control:

• Manage the team’s spare parts inventory, toolkits, and test equipment, ensuring proper calibration and availability.

• Ensuring that all IT equipment is in good working order and that backups are being performed

Documentation:

Maintain accurate service records, root-cause analysis (RCA) reports, and update local knowledge-base articles for continuous improvement.

4. Client & Stakeholder Relations

Customer Satisfaction:

Act as a key liaison between the client and technical operations, ensuring high levels of customer satisfaction and trust.

Reporting:

Compile and present regular field operational reports (e.g., ticket closure rates, first-time fix rates, technician utilization) to management and stakeholders.

Key Performance Indicators (KPIs)

First-Time Fix Rate (FTFR):

Meeting or exceeding target percentages for resolving issues on the initial visit.

SLA Compliance:

Achieving contract-specified adherence to response and resolution times.

Optimizing technician schedules to minimize idle time and excessive overtime.

DSAT / CSAT (Customer Satisfaction):

Maintaining high feedback scores from end-users and client stakeholders.

Leadership:

Strong ability to motivate a mobile, distributed team and manage workloads under pressure.

Communication:

Excellent verbal and written communication skills for interfacing with both corporate clients and technical staff.

Problem-Solving:

Exceptional analytical and troubleshooting skills, with a focus on structural root-cause analysis.

Reporting:

Accountable to prepare weekly and monthly reporting (etc. Business requirement) knowledgeable in Ms. Office.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

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