SERVICE DESK ENGINEER (Senior/Junior)

Sophic Automation Sdn Bhd; Batu Kawan; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading solutions provider in Malaysia is seeking an IT Support Engineer to provide comprehensive Tier 1/2 support for Microsoft Enterprise Services and manage user support for end-user computing tools. The ideal candidate will have strong technical skills in various operating systems, hands-on experience with Microsoft Intune and Defender, and the ability to troubleshoot complex issues. Join a dynamic team dedicated to innovation and professional growth in the I4.0 solutions sector.

Qualifications

• Strong knowledge of enterprise‑level operating systems (e.g., Windows, macOS, Linux).
• Experience with or functional knowledge of ServiceNow or similar ITSM tools.
• Demonstrable hands‑on experience with Microsoft Intune, Microsoft Defender, and Microsoft Entra.
• In-depth understanding of networking concepts (TCP/IP, DNS, DHCP).
• Proven ability to troubleshoot complex hardware and software issues.

Responsibilities

• Provide Tier 1/2 support for Microsoft Enterprise Services.
• Manage user support for end-user computing tools.
• Lead the review and creation of knowledge base articles.
• Conduct technical training sessions for team members.
• Log, assign, and follow up on support tickets.

Skills

Network troubleshooting

Microsoft Intune

Microsoft Defender

Microsoft Entra

Technical documentation

Command-line interfaces

Customer support

Hardware provisioning

Tools

ServiceNow

Absolute

BTRS Remote

Job description

Handle escalated and complex support issues, including Network Configuration, Client VPN troubleshooting, and Application Troubleshooting.

Provide Tier 1/2 support and administration for core Microsoft Enterprise Services (Microsoft Intune, Microsoft Defender, Microsoft Entra).

Manage and provide user support for end-user computing tools, including Microsoft Office Suite, Absolute, and BTRS Remote.

Lead the review and creation of knowledge base articles, runbooks, and SOPs. Ensure IT Asset Management compliance and accuracy.

Conduct technical training sessions for the team and provide mentorship to other DSS Support Engineers.

Lead efforts related to Security and Vulnerability Manual Remediation and Patch Management.

Provide hands‑on technical support during the handoff from the previous vendor.

Provide prompt and professional Technical Support and User Assistance for all incoming requests.

Log, assign, and follow up on tickets to ensure timely resolution.

Handle Hardware Provisioning, Application Installation, Device Enrollment, and Equipment Setup in conference rooms.

Perform routine maintenance tasks, including printer support, Hardware Collection, and User Printing account registration.

Actively participate in training and shadowing to develop skills in areas such as BYOD Mobile Devices, Network Configuration, and Security Configuration.

Detailed Job Requirements

Strong knowledge of enterprise‑level operating systems (e.g., Windows, macOS, Linux).

Experience with or functional knowledge of ServiceNow or similar ITSM tools.

Demonstrable hands‑on experience and support knowledge of Microsoft Intune, Microsoft Defender, and Microsoft Entra (formerly Azure AD).

Familiarity with remote access tools like Absolute and BTRS Remote.

In-depth understanding of networking concepts (TCP/IP, DNS, DHCP) and network troubleshooting tools.

Experience with command‑line interfaces (CLI) for system diagnosis and management.

Proven ability to troubleshoot complex hardware and software issues.

Strong verbal and written communication skills for technical documentation and knowledge transfer.

Experience with ITIL or similar service management frameworks is a plus.

A strong desire to learn and a proactive approach to problem‑solving.

Sophic Automation Sdn Bhd is an Equal Opportunity Employer. We are seeking the right people – people who want to innovate, achieve, grow and lead.

We attract and retain the best talent by investing in our employees and empowering them to develop themselves and their careers.

Experience the challenges, rewards, and opportunities of working for one of Malaysia’s best I4.0 solutions provider companies.