Service Desk Engineer

Onnec; Shah Alam; On-site; MYR 60,000 - 90,000; Full time

Job summary

ONNEC Group is a leading independent technology partner and global integrator with 800+ experts, delivering end-to-end connectivity solutions across APAC. We provide structured cabling, managed services, and design-build-deploy-optimise capabilities.

We seek a Service Desk Support Engineer to be the first contact for APAC users, handling incidents and requests across desktops, devices, and Microsoft 365, adhering to ITIL-aligned processes.

Qualifications

• Previous service desk or IT support experience.
• Strong working knowledge of Windows 10/11, Microsoft 365, Outlook, Teams and devices.
• ITIL, Microsoft or CompTIA certification is beneficial.

Responsibilities

• Provide 1st and 2nd line 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 and resolutions.
• Keep users informed, manage expectations and escalate when needed to Group IT or Service Desk.

Skills

Windows 10/11

Microsoft 365

Outlook

Teams

SharePoint

OneDrive

Printers & mobiles

Endpoint hardware

Active Directory / Entra ID

ITIL knowledge

Halo ticketing

Customer service

Tools

Halo

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Responsibility

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.

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.