Proactive Desktop Support Engineer

Intersoft; Kuala Lumpur; On-site; MYR 39,000 - 73,000; Full time

Job summary

Intersoft is seeking a Band 1 - Desktop Technician to provide day-to-day local and remote desktop support, handle incidents, and document steps taken to resolve hardware, software and app issues in our ticketing system.

You will troubleshoot across Windows 7-10, Office 365, AD, and device management, coordinating with supervisors to ensure consistency across shifts in the IT Support Center.

Qualifications

• Bachelor Degree or equivalent in Computer Science or related field.
• CompTIA A+ and MCP certifications or better.
• Minimum of 18 months' IT experience.
• Experience with Windows 7-10, Active Directory, GPOs, MS Office 365.
• Experience with enterprise antivirus solutions and Helpdesk ticketing systems.
• Mobile device management including iOS and Android.
• Experience with Enterprise encryption solutions and Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLAs.
• Excellent communication, relationship-building and internal customer service skills.

Responsibilities

• Provide first and second level contact and problem resolution for customer issues
• Work with Third Party Vendors to remediate complex AV issues as needed
• Provide timely communication on issues status and resolution
• Maintain ticket updates for all reported incidents
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other desktop applications
• Install, upgrade, support and troubleshoot for printers and computer hardware
• Perform general preventative maintenance tasks on computers, laptops, and printers
• Perform remedial repairs on Desktops, laptops, printers and other authorized peripheral equipment
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software
• Mentor and assist Band 0 technicians and provide support to Band 2 Technicians in resolving tickets

Skills

IT support

Windows OS

Active Directory

GPOs

Office 365

AV solutions

Helpdesk tools

Mobile device management

Encryption

Customer service

Education

Bachelor Degree or equivalent in Computer Science or related field

CompTIA A+

Microsoft Certified Professional (MCP)

Tools

Windows PCs

Printers

Networking basics

Jabber

Job description

Intersoft is seeking a Band 1 - Desktop Technician to provide day-to-day local and remote desktop support, handle incidents, and document steps taken to resolve hardware, software and app issues in our ticketing system.

You will troubleshoot across Windows 7-10, Office 365, AD, and device management, coordinating with supervisors to ensure consistency across shifts in the IT Support Center.