Service Desk, L2 Engineer

Access World; Selangor; On-site; MYR 89,000 - 134,000; Full time

Job summary

Access World is seeking an experienced Service Desk engineer (L2) to join our IT, Service Desk team based in Malaysia. You will join a technically skilled global team operating out of Malaysia and South Africa, delivering frontline IT support and managing the full ticket lifecycle.

As an L2 engineer, you will troubleshoot hardware, software and network issues, provide proactive and reactive desktop support, and ensure timely resolution in line with SLAs to maintain high system uptime across the

Qualifications

• Ideal candidates should have experience in helpdesk support within a Managed Services or internal IT environment with strong attention to detail.

Responsibilities

• Act as the primary escalation point for incidents and service requests unresolved by L1 engineers, including thorough analysis, assessment and escalation to the relevant support team – ensuring prompt resolution within Service Level Agreements (SLAs).
• Diagnose, troubleshoot and resolve complex hardware, software and network issues for end-users across on-site and remote locations while maintain accurate and detailed records of incidents, resolutions and workarounds in the ITSM ticketing system – ServiceNow.
• Take ownership of assigned cases throughout incident/request ticket lifecycle, ensuring effective handling with regular user communication.
• Perform desktop analysis, diagnosis, root cause analysis (RCA) on recurring incidents and propose permanent fixes or upscale to support team/vendor where required.
• Configure and set up employee endpoint devices while enforcing best practices for software, hardware, and peripheral device usage.
• Collaborate closely with support team to prevent system downtime, resolve basic IT infrastructure issues and project implementation efforts.
• Actively contribute to continuous improvement initiatives, knowledge management and the maintenance of SOPs to ensure IT procedures and protocols align with Access World policies and industry best‑practice standards.
• Ideal candidates should have experience in helpdesk support within a Managed Services or internal IT environment with strong attention to detail.

Job description

Description

We are looking for an experienced Service Desk engineer to join our Access World IT, Service Desk team based in Malaysia. You will be joining a solid, technically skilled global team that are operating out of Malaysia and South Africa. As a L2 engineer, you will play a key role in executing technical troubleshooting, managing inbound ticket lifecycle and continuous improvement of our IT service deliveries.

In this role, you will be responsible for providing front‑line IT support across our global organization. This includes managing the full ticket lifecycle, from initial contact to resolution and ensuring all issues are addressed promptly and efficiently. You will provide both proactive and reactive desktop support services, resolving hardware, software and network‑related issues while ensuring seamless communication with users. Your contributions will play a key role in maintaining system uptime and supporting smooth IT operations within Access World.

Responsibilities

• Act as the primary escalation point for incidents and service requests unresolved by L1 engineers, including thorough analysis, assessment and escalation to the relevant support team – ensuring prompt resolution within Service Level Agreements (SLAs).
• Diagnose, troubleshoot and resolve complex hardware, software and network issues for end-users across on-site and remote locations while maintain accurate and detailed records of incidents, resolutions and workarounds in the ITSM ticketing system – ServiceNow.
• Take ownership of assigned cases throughout incident/request ticket lifecycle, ensuring effective handling with regular user communication.
• Perform desktop analysis, diagnosis, root cause analysis (RCA) on recurring incidents and propose permanent fixes or upscale to support team/vendor where required.
• Configure and set up employee endpoint devices while enforcing best practices for software, hardware, and peripheral device usage.
• Collaborate closely with support team to prevent system downtime, resolve basic IT infrastructure issues and project implementation efforts.
• Actively contribute to continuous improvement initiatives, knowledge management and the maintenance of SOPs to ensure IT procedures and protocols align with Access World policies and industry best‑practice standards.
• Ideal candidates should have experience in helpdesk support within a Managed Services or internal IT environment with strong attention to detail.