Senior IT Desktop & End-User Support Engineer

Adecco; Kuala Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

Jora Malaysia is seeking a Senior IT Desktop Support professional to deliver high-quality end-user computing support across the studio, focusing on workstation deployment, software support, and IT asset management. You will be the main escalation point for desktop issues and contribute to process improvements.

You will collaborate with the Systems Support Engineer on network/server matters while handling day-to-day desktop support, ensuring minimal downtime for artists, production, and business

Qualifications

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.
• Minimum 5 years of experience in IT Desktop Support or End User Computing.
• Strong knowledge of Windows 10/11 and Linux administration and troubleshooting.
• Experience supporting Microsoft 365, Google Workspace, and common business applications.
• Good understanding of Active Directory, user account management, and Group Policy fundamentals.
• Familiarity with remote support tools such as RustDesk, Tactical RMM, TeamViewer, AnyDesk, or similar platforms.
• Strong hardware troubleshooting skills for desktops, laptops, monitors, printers, and peripherals.
• Basic networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Excellent problem-solving and analytical skills with the ability to diagnose technical issues efficiently.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Well-organised with strong documentation habits and attention to detail.
• Able to work independently, prioritise multiple requests, and perform effectively in a fast-paced production environment.
• Willingness to provide occasional after-hours support for planned maintenance or critical business needs.
• Preferable to have previous experience in supporting IT systems in a mid to large sized animation studio or similar creative environment.

Responsibilities

• Serve as the primary contact for desktop and end-user support requests.
• Diagnose and resolve hardware, OS, software, peripheral, and network connectivity issues.
• Provide both on-site and remote technical support in a professional and customer-focused manner.
• Prioritize and resolve support requests within agreed service levels while maintaining excellent customer satisfaction.
• Escalate infrastructure, server, or network issues to the Systems Support Engineer when appropriate.
• Build, test and deploy desktop computers.
• Install, configure, deploy, and maintain Windows desktop and laptop computers.
• Perform workstation imaging, setup, upgrades, repairs, and replacements.
• Install and configure printers, scanners, monitors, drawing tablets, and other peripherals.
• Ensure all workstations remain updated with approved software, security patches, antivirus protection, and operating system updates.
• Perform preventative maintenance to minimise equipment failures and downtime.
• Install, configure, activate, and troubleshoot business and creative software, including: Autodesk Maya, Autodesk Shotgrid, Adobe Creative Cloud, Nuke, Microsoft Office, Google Workspace etc.
• VPN and remote access software
• Other production applications used by the studio
• Manage software licensing and assignment, and assist users with software licensing and application-related issues.
• Create, modify, and deactivate user accounts following company procedures.
• Manage Active Directory user accounts, security groups, and permissions.
• Support password resets, MFA, and user access requests.
• Maintain accurate records of IT assets, including desktops, laptops, monitors, mobile devices, peripherals, and software licences.
• Perform regular hardware and software asset auditing, and ensure hardware health and strict software licensing compliance.
• Coordinate hardware procurement, warranty tracking, repairs, and equipment replacement.
• Prepare IT equipment for onboarding and offboarding employees.
• Maintain clear documentation, knowledge base articles, and SOPs.
• Record incidents, resolutions, and recurring issues in the IT ticketing system.
• Identify recurring problems and recommend improvements to enhance user experience and operational efficiency.
• Assist in developing and improving IT support standards and workflows.
• Participate in desktop refresh projects, software rollouts, and IT improvement initiatives.
• Support testing and deployment of new hardware and software solutions.
• Assist with IT setup for company events, meeting rooms, and production requirements

Skills

Windows 10/11

Linux admin

Microsoft 365

Google Workspace

Active Directory

Group Policy

Remote tools

Networking basics

Troubleshooting

Documentation

Communication

After-hours support

Animation studio experience

Education

Diploma or Degree in IT/CS

Tools

RustDesk

Tactical RMM

TeamViewer

AnyDesk

Job description

Jora Malaysia is seeking a Senior IT Desktop Support professional to deliver high-quality end-user computing support across the studio, focusing on workstation deployment, software support, and IT asset management. You will be the main escalation point for desktop issues and contribute to process improvements.

You will collaborate with the Systems Support Engineer on network/server matters while handling day-to-day desktop support, ensuring minimal downtime for artists, production, and business