Junior EUC Support Engineer

ITC Infotech; Petaling Jaya; On-site; MYR 42,000 - 66,000; Full time

Job summary

ITC Infotech in Malaysia is seeking a Junior EUC Support Engineer to deliver Level 1 end-user and infrastructure support. The role covers troubleshooting hardware and software, managing endpoint devices, and ensuring security compliance.

You will work with Microsoft 365, VPN, and collaboration tools, perform device imaging and deployment, and assist with IT projects under senior guidance. Strong English communication is essential, with onsite availability at multiple sites.

Qualifications

• 2–3 years of hands-on experience in EUC, desktop support and IT infrastructure support.
• Solid working knowledge of Windows OS (Windows 10/11), Microsoft 365 and VPN.
• Experience with asset lifecycle tracking and software licensing.
• Familiarity with ITSM/ITIL processes and tools is beneficial.

Responsibilities

• Provide Level 1 technical support for hardware and software across desktops, laptops, mobiles, and peripherals.
• Diagnose, troubleshoot, and resolve end-user incidents remotely or onsite.
• Deploy and configure desktops, laptops, mobile devices, printers, and scanners.
• Provide application support for Microsoft 365, VPN, collaboration tools and business apps.
• Log, manage, and track incidents using ITSM tools like ServiceNow following ITIL processes.
• Collaborate with senior engineers and other IT teams to resolve complex issues and support IT projects.
• Support system upgrades, migrations, hardware rollouts, and software deployments under guidance.
• Coordinate with vendors for hardware replacement and warranty claims.
• Provide onboarding support and basic training to end users on IT systems and policies.
• Identify recurring issues and contribute to knowledge base improvements.
• Travel to secondary sites and warehouses as needed by business requirements.

Skills

EUC support

Desktop support

IT infrastructure

Windows 10/11

Troubleshooting

Communication

Onsite support

Tools

ServiceNow

JIRA

Microsoft 365

VPN

Job description

The Junior EUC Support Engineer will be responsible for delivering high-quality end-user and infrastructure support (Level 1). The role involves troubleshooting hardware and software issues, managing endpoint devices, supporting IT infrastructure initiatives under senior guidance, ensuring compliance with security standards, and acting as the primary onsite IT contact for business users.

Key Responsibilities:

• Provide Level 1 technical support for hardware and software issues across desktops, laptops, mobile devices, and peripherals.
• Diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite.
• Deploy, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, and other peripherals.
• Provide application support for Microsoft 365, VPN, collaboration tools, and other standard business applications.
• Perform device imaging, configuration, deployment, replacement, and hardware refresh activities.
• Ensure end-user devices comply with IT security and compliance standards, including antivirus, patching, encryption, and other security controls.
• Maintain accurate hardware and software asset inventory, including lifecycle and license tracking.
• Log, manage, and track incidents, service requests, and changes using ITSM tools such as ServiceNow following ITIL processes.
• Collaborate with senior engineers, network, infrastructure, security, application, and other IT teams to resolve complex issues and support IT projects.
• Support system upgrades, migrations, hardware rollouts, software deployments, and other infrastructure initiatives under senior guidance.
• Coordinate with external vendors and service providers for hardware replacement, warranty claims, and technical escalations.
• Provide guidance, onboarding support, and basic technical training to end users on IT systems, applications, and security policies.
• Identify recurring issues, log knowledge base articles, and recommend operational improvements.
• Provide onsite support at secondary sites and warehouses when required by business needs.
• Participate in operational activities and ensure timely resolution of incidents in line with agreed SLAs and ITIL processes.
• Prepare and submit monthly timesheets as the formal record of services delivered.
• 2 - 3 years of hands-on experience in End-User Computing (EUC), Desktop Support, and IT Infrastructure Support.
• Solid working knowledge of Windows operating systems (Windows 10/11), Microsoft 365, VPN, and collaboration tools.
• Hands-on experience with hardware troubleshooting, device deployment, imaging, and configuration.
• Knowledge of ITSM / ITIL processes and tools such as ServiceNow or JIRA.
• Understanding of endpoint security, patching, antivirus, disk encryption (e.g., BitLocker), and compliance requirements.
• Experience managing IT assets and hardware/software lifecycle tracking.
• Strong troubleshooting, logical problem-solving, and analytical skills.
• Ability to work independently as well as collaboratively in an onsite customer environment.
• Strong communication, interpersonal, and customer-service skills.
• Ability to collaborate effectively with local and global IT teams, senior technical leads, and external vendors.
• Flexibility to travel to secondary sites and warehouses when required by business needs.
• Language proficiency: Fluency in spoken and written English.