Senior Support Engineer

LAVU TECH SOLUTIONS SDN. BHD.; Kuala Lumpur; Remote; MYR 67,000 - 89,000; Full time

Job summary

LAVU TECH SOLUTIONS SDN. BHD. is seeking a Level 2 technical support specialist to deliver hardware and software support across desktops, laptops, mobile devices, and peripherals. You will diagnose and resolve incidents remotely or onsite.

The role focuses on IT infrastructure support, Windows environments, Microsoft 365, VPN, asset management, ITSM processes, and collaboration with local and global IT teams. Experience with ServiceNow or JIRA is preferred.

Qualifications

• Strong experience in End-User Computing Desktop Support and IT Infrastructure Support.
• Proficient with Windows operating systems, Microsoft 365, VPN, and collaboration tools.
• Familiarity with ITSM processes (ITIL) and tools such as ServiceNow or JIRA.

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 peripherals
• Provide application support for Microsoft 365, VPN, collaboration tools, and standard business applications
• Perform device imaging, configuration, deployment, replacement, and hardware refresh activities
• Ensure end-user devices comply with IT security and compliance standards (antivirus, patching, encryption)
• 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
• Support system upgrades, migrations, hardware rollouts, software deployments, and infrastructure initiatives

Skills

End-User Computing

IT Infrastructure Support

Windows OS

Microsoft 365

VPN

ITSM

JIRA

Asset Management

Security Compliance

Troubleshooting

Tools

ServiceNow

JIRA

Job description

This is a Level 2 technical support role providing hardware and software support across desktops, laptops, mobile devices, and peripherals. You will diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite, and support system upgrades, migrations, hardware rollouts, and software deployments.

Key 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

About you

Strong experience in End-User Computing Desktop Support and IT Infrastructure Support

Good knowledge of Windows operating systems, Microsoft 365, VPN, and collaboration tools

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, encryption, and compliance requirements

Experience managing IT assets and hardware software lifecycle

Good troubleshooting and problem-solving skills

Ability to work independently in an onsite customer environment

Strong communication and stakeholder-management skills

Ability to collaborate effectively with local and global IT teams and external vendors