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IT Support Engineer
Job summary
A leading IT solutions provider in Kuala Lumpur is seeking an experienced IT Support Engineer to provide first and second-line support for hardware, software, and network-related issues. The ideal candidate will have 3-5 years of relevant experience, excellent communication skills, and a customer-centric mindset. This 1-year renewable contract comes with attractive remuneration, including medical coverage and various leave types. Ideal for candidates prioritizing career growth in a dynamic environment.
Benefits
Qualifications
- 3-5 years of proven track record in IT support, preferably in retail operations in the luxury industry.
- Excellent communication and interpersonal ability in both written and spoken English.
- Customer-centric and aims to deliver exceeding expectations.
Responsibilities
- Provide first and second-line desk side support for hardware, software, and network-related issues.
- Log, track, and resolve IT incidents & service requests within agreed SLAs.
- Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals).
- Work with vendors, outsourcers, and contractors to deliver IT services.
- Support store IT setups, POS systems, and network equipment.
Skills
Provide first and second-line desk side support for hardware, software, and network-related issues.
Maintain effective communication with office users, and IT teams to ensure service alignment.
Escalate complex issues to relevant IT teams following defined procedures.
Log, track, and resolve IT incidents & service requests within agreed SLAs.
Assist in major incident coordination when required.
Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals).
Assist in OS managing, software installations, and patch management.
Maintain accurate IT asset inventory (hardware & software) and track life cycle.
Work with vendors, outsourcers, and contractors to deliver IT services (helpdesk, store projects, etc.).
Ensure vendor performance meets agreed service levels.
Support store IT setups, POS systems, and network equipment (if applicable).
Follow ITSM processes (ITIL-based Incident, Request, Problem Management).
Maintain knowledge base articles for common issues and resolutions.
Assist in IT projects (e.g. Windows upgrades, hardware refresh).
Perform other IT support duties as assigned.
3-5 years of proven track record in IT support, preferably in retail operations in the luxury industry.
Excellent communication and interpersonal ability in both written and spoken English, Mandarin is a plus.
Customer-centric and aims to deliver exceeding expectations.
- Basic knowledge of ServiceNow
- Fundamental understanding of networking
- Basic proficiency in Microsoft Intune and Microsoft 365
- Strong analytical and problem-solving skills, self-driven and proactive
- Able to work independently and multitask with minimum supervision
- Able to work under pressure and meet tight schedules
- Skills in change management are an added advantage
- Project management experience is an added advantage
Candidate with more experience will be considered as Senior Engineer.
*This is a renewable 1-year contract position.
We offer excellent career opportunities, attractive remuneration package and fringe benefits including banking holiday, various types of leave, discretionary bonus & medical coverage. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.
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* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.