Retail IT Support Engineer — Desk-side & Devices

ServiceOne Limited; Kuala Lumpur; On-site; MYR 50,000 - 73,000; Full time

Job summary

ServiceOne Limited is seeking an IT support professional in Kuala Lumpur to provide first and second-line desk-side support for hardware, software, and network issues. You will work with office users and IT teams to ensure service alignment, escalate complex problems, and maintain incident SLAs while supporting devices, OS management, and asset inventory.

The role involves coordinating with vendors and contractors, supporting store POS setups, and following ITSM processes.

Qualifications

• 1–2 years IT support experience, preferably in luxury/retail operations.
• Excellent written and spoken English; Mandarin a plus.
• Customer-centric approach and ability to exceed expectations.

Responsibilities

• Provide first and second-line desk side support for hardware, software, and network issues.
• Maintain effective communication with office users and IT teams to ensure service alignment.
• Escalate complex issues to relevant IT teams following defined procedures.
• Log, track, and resolve IT incidents and service requests within SLAs.
• Assist in major incident coordination when required.
• Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals).
• Assist in OS management, software installations, and patch management.
• Maintain accurate IT asset inventory and lifecycle tracking.
• Work with vendors, outsourcers, and contractors to deliver IT services.
• Ensure vendor performance meets SLAs.
• Support store IT setups, POS systems, and network equipment.
• Follow ITSM processes (ITIL-based Incident, Request, Problem Management).
• Maintain knowledge base articles for common issues and resolutions.
• Assist in IT projects (e.g., Windows upgrades, hardware refresh).
• Perform other IT support duties as assigned.

Skills

ServiceNow

Networking

Intune

Microsoft 365

Analytical skills

Communication

Multitasking

Work under pressure

Tools

ServiceNow

Microsoft Intune

Microsoft 365

Job description

ServiceOne Limited is seeking an IT support professional in Kuala Lumpur to provide first and second-line desk-side support for hardware, software, and network issues. You will work with office users and IT teams to ensure service alignment, escalate complex problems, and maintain incident SLAs while supporting devices, OS management, and asset inventory.

The role involves coordinating with vendors and contractors, supporting store POS setups, and following ITSM processes.