Resident IT Support Engineer

We are seeking a hands-on Resident IT Support Engineer to be based full-time at our customer's site in Penang Island. The successful candidate will provide Level 1 IT support to end users, troubleshoot hardware, software and basic network issues, maintain IT equipment and assets, and coordinate with relevant vendors or Level 2 support teams when escalation is required.

Key Responsibilities

• Provide Level 1 technical support and troubleshooting to the customer's end users.
• Troubleshoot basic network issues involving LAN, Wi-Fi, internet connectivity, switches and other network devices.
• Provide hardware and software support for desktops, laptops, printers and other IT equipment.
• Install, configure and maintain Windows operating systems, business applications, antivirus software and IT peripherals.
• Set up computers, IT equipment, user accounts and system access for new users.
• Diagnose hardware, software and network issues and escalate complex cases to the relevant vendor or Level 2 support team when required.
• Monitor the availability and general condition of the customer's IT infrastructure and network.
• Maintain accurate records of IT assets, equipment, software licences and related inventory.
• Log support requests, troubleshooting activities and resolutions for proper documentation and follow-up.
• Coordinate with external vendors for equipment repairs, warranty claims and technical support.
• Provide after-hours standby support according to the assigned rotation.
• Perform other IT support, MIS and related duties as assigned.

Requirements

• Certificate, Diploma or Degree in Information Technology, Computer Science, Computer Engineering or a related field is preferred.
• At least 2 years of relevant experience in IT support, helpdesk, desktop support, MIS or a similar role is preferred.
• Good working knowledge of computer hardware, Windows operating systems and Microsoft Office.
• Basic networking knowledge, including LAN, Wi-Fi, TCP/IP, switches and internet connectivity.
• Able to troubleshoot common hardware, software, printer and network issues independently.
• Good troubleshooting, problem-solving and communication skills.
• Customer-oriented with a professional approach when supporting end users.
• Able to prioritise support requests and provide timely assistance.
• Responsible, organised and able to work independently at the customer's site.
• Willing to work on Saturdays and participate in the rotational after-hours standby support arrangement.

Working Hours

Monday – Friday: 8:00 AM – 5:00 PM
Saturday: 8:00 AM – 1:00 PM

After-hours standby support is required on a rotational basis.