IT Support Engineer

Job Responsibilities:

• Service Desk & L1 Support: Act as the first point of contact for global IT issues via ticketing, email, chat, and phone. Perform L1 remote troubleshooting, log and track tickets within SLAs, and escalate complex issues to L2/L3 teams.
• Endpoint & Systems Administration: Provision, configure, and deploy laptops/desktops. Manage VPN, Wi-Fi, basic network connectivity, IT asset inventories, and software licenses. Assist with basic endpoint security alerts and escalation.
• Microsoft 365 & User Provisioning: Coordinate with HR to handle employee onboarding/offboarding, access rights, and password/MFA resets. Manage M365 services (Teams, OneDrive, SharePoint, Power Automate) and support custom Power Apps applications.
• On-Site Office & Logistics Support: Provide hands-on hardware support for the local Malaysia office, including meeting room AV, printers, and peripherals. Handle local IT equipment procurement, staging, and logistics.
• Documentation & Continuous Improvement: Maintain clear ticket records and update internal knowledge bases, SOPs, and user self-service guides. Participate in global IT projects, system rollouts, and ad-hoc tasks.

Job Requirements:

1. Bachelor's degree or higher in Computer Science, Network Engineering, Information Management, or a related field. 1–3 years of experience in L1/L2 IT support, IT service desk, or desktop support role.
2. Operating Systems & Hardware: Hands-on experience with Windows/macOS troubleshooting, laptop/desktop provisioning, printers, and meeting room AV equipment.
3. Cloud & Collaboration Tools: Proficiency in Microsoft 365 administration (Teams, OneDrive, SharePoint) and familiarity with Microsoft Power Platform (Power Apps, Power Automate).
4. Network & Security: Solid understanding of basic networking (VPN, Wi-Fi, TCP/IP, switches) and IT security practices (MFA, identity management, phishing response).
5. Service Desk & Tools: Experience using IT Service Management (ITSM) ticketing systems and remote desktop support tools.
6. Strong service orientation, communication, and coordination skills, with the ability to respond promptly and resolve issues effectively.
7. Logical thinking ability and strong documentation skills. Proficiency in both Mandarin and English as working languages.