SERVICE DESK ENGINEER (Senior/Junior)

Sophic Automation; Seberang Perai; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology company in Penang is seeking a Technical Support Engineer to manage escalated and complex support issues, provide Tier 1/2 support for Microsoft services, and lead the development of knowledge base articles. The ideal candidate should have strong knowledge of enterprise-level operating systems, experience with ServiceNow, and skills in troubleshooting hardware and software issues. This position emphasizes professional development through mentorship and proactive problem-solving in a collaborative team environment.

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 (formerly Azure AD).
• Familiarity with remote access tools like Absolute and BTRS Remote.

Responsibilities

• Handle escalated and complex support issues.
• Provide Tier 1/2 support for core Microsoft Enterprise Services.
• Conduct technical training sessions and provide mentorship.
• Log, assign, and follow up on tickets.

Skills

Enterprise-level operating systems knowledge

ServiceNow or similar ITSM tools

Microsoft Intune expertise

Networking concepts understanding

Command-line interface experience

Troubleshooting hardware and software issues

Technical documentation skills

Proactive problem-solving

Tools

Microsoft Intune

Microsoft Defender

Microsoft Entra

Absolute

BTRS Remote

Job description

Responsibilities

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 like 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.