Senior IT Support Engineer - End-User Tech & Security

Lavu Tech Solutions Sdn Bhd; Kampung Malaysia Tambahan; On-site; MYR 67,000 - 112,000; Full time

Job summary

Lavu Tech Solutions Sdn Bhd is seeking an experienced IT Support Professional in Malaysia to provide Level 2 technical support for end-user devices and peripherals. You will diagnose incidents, deploy imaging, and ensure security/compliance while collaborating with local and global IT teams.

The role requires strong knowledge of Windows, Microsoft 365, VPN, and ITSM/ITIL practices, with the ability to travel to secondary sites and warehouses as needed.

Qualifications

• Experience in End-User Computing Desktop Support and IT Infrastructure Support.
• Knowledge of Windows OS, Microsoft 365, VPN, and collaboration tools.
• Experience with hardware troubleshooting, imaging, deployment, and configuration.
• Familiar with ITSM/ITIL processes; ServiceNow or JIRA experience.
• Understanding of endpoint security, patching, antivirus, encryption and compliance.
• Experience asset management and lifecycle of hardware/software.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently onsite with customers.
• Excellent communication and stakeholder management.
• Willingness to travel to secondary sites and warehouses.

Responsibilities

• Provide Level 2 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 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.
• Coordinate with external vendors and service providers for hardware replacement, software issues, procurement, and technical escalations.
• Provide guidance and basic technical training to end users on IT systems, applications, and security policies.
• Identify recurring issues, process gaps, and operational risks and recommend appropriate solutions or 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 SLA ITIL processes.
• Prepare and submit monthly timesheets as the formal record of services delivered.

Skills

End-user computing

Desktop support

IT infrastructure

Windows OS

Microsoft 365

VPN

Collaboration tools

Hardware troubleshooting

Imaging & deployment

ITSM/ITIL

ServiceNow

JIRA

Endpoint security

Patching

Antivirus

Encryption

Compliance

IT assets & lifecycle

Troubleshooting

Onsite customer support

Communication

Stakeholder management

Collaboration with IT teams

Travel to sites

Tools

ServiceNow

JIRA

Job description

Lavu Tech Solutions Sdn Bhd is seeking an experienced IT Support Professional in Malaysia to provide Level 2 technical support for end-user devices and peripherals. You will diagnose incidents, deploy imaging, and ensure security/compliance while collaborating with local and global IT teams.

The role requires strong knowledge of Windows, Microsoft 365, VPN, and ITSM/ITIL practices, with the ability to travel to secondary sites and warehouses as needed.