Service Desk Engineer

Onnec; Shah Alam; On-site; MYR 67,000 - 100,000; Full time

Job summary

ONNEC Group seeks a Service Desk Support Engineer to provide high-quality 1st and 2nd line IT support for APAC users across Malaysia, project sites, regional offices and remote locations. You will help with device provisioning, software installation and connectivity, while following ITIL aligned processes and group security standards.

You will act as the initial contact via phone, email, Teams, and ticketing systems, ensuring timely responses across time zones and site patterns.

Qualifications

• Experience in service desk or deskside IT support across APAC or similar regions.
• Knowledge of Windows 10/11, Microsoft 365 suite and end-user hardware.
• Familiarity with ITIL processes and ticketing systems.

Responsibilities

• Provide 1st and 2nd line IT support for APAC users across project sites, regional offices and remote locations.
• Log, categorize, prioritize, update and resolve incidents and service requests with clear notes.
• Escalate to Group IT or suppliers as needed and keep stakeholders informed.
• Assist with onboarding, leaver processing, device builds and software installation.

Skills

Windows 10/11

Microsoft 365

Outlook

Teams

SharePoint

OneDrive

Printers

Mobile devices

Endpoint hardware

ITIL

Entra ID

Active Directory

Halo ITSM

Tools

Halo ITSM

Job description

ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere. From structured cabling to managed services, our end-to-end services give infrastructure that can be completely replied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.

We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.

The APAC Service Desk Support Engineer provides high-quality 1st and 2nd line IT support for Onnec users across Malaysia and the wider APAC region, with particular focus on project-site activities, local user readiness and responsive hands‑on support. The role resolves incidents and service requests efficiently and professionally, supports end‑user technology, site connectivity, device provisioning, access management and approved business applications, and works in line with Group IT service management, cybersecurity and compliance standards.

What you’ll be doing as our Service Desk Support Engineer:

• Provide 1st and 2nd line support for APAC users across project sites, regional offices and remote locations, covering desktops, laptops, mobiles, printers, meeting room technology, Microsoft 365, approved applications, connectivity and basic server or system issues.
• Act as a professional first point of contact for APAC users via phone, email, Teams and the IT service management system, ensuring timely support across regional time-zone requirements and site operating patterns.
• Log, categorise, prioritise, update and resolve incidents and service requests with clear notes, actions taken, resolution details and appropriate linkage to site, project, asset or user impact.
• Keep users, site contacts and project stakeholders informed, manage expectations and take ownership of assigned tickets through to resolution or appropriate escalation to Group IT, Service Desk, infrastructure, security, business systems or suppliers.
• Support APAC onboarding, leaver processing, access requests, device builds, laptop preparation, software installation, equipment deployment and local asset handling for office and project-site users.
• Carry out basic administration across Microsoft 365, Entra ID or Active Directory, endpoint management tools, Halo and standard business applications within agreed Group controls and access permissions.
• Support project-site technology readiness, including user devices, shared equipment, printing, Wi‑Fi or connectivity checks, mobile connectivity, site access or time and attendance support where IT input is required.
• Identify recurring APAC and project-site issues, document trends, improve knowledge articles and user guidance, and feed practical improvement opportunities into the APAC Regional IT & Project Manager and Group Service Desk Manager.
• Follow ITIL-aligned incident, request, change, asset and escalation processes, ensuring APAC activity remains aligned to Group IT policies, cybersecurity, data protection, audit and compliance requirements.

What we’re looking for in our Service Desk Engineer:

• Previous service desk, IT support, deskside support or project-site IT support experience.
• Good working knowledge of Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, printers, mobile devices, endpoint hardware and practical support for users working in site-based operational environments.
• Understanding of Active Directory or Entra ID administration, password resets, group membership, basic networking, ticketing systems such as Halo, agreed service levels and escalation routes; ITIL, Microsoft or CompTIA certification is beneficial.