Senior IT Engineer

Responsibilities:

1. End-User Support & Communication

• 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.

2. Incident & Request Management

• Log, track, and resolve IT incidents & service requests within agreed SLAs.
• Assist in major incident coordination when required.

3. Hardware & Software Management

• 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.

4. Vendor & Third-Party Coordination

• Work with vendors, outsourcers, and contractors to deliver IT services (helpdesk, store projects, etc.).
• Ensure vendor performance meets agreed service levels.

5. Office IT Support

• Support store IT setups, POS systems, and network equipment (if applicable).

6. Compliance & Documentation

• Follow ITSM processes (ITIL-based Incident, Request, Problem Management).
• Maintain knowledge base articles for common issues and resolutions.
• Other Duties.
• Assist in IT projects (e.g. Windows upgrades, hardware refresh).
• Perform other IT support duties as assigned.

Requirements:

• 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.
• Technical Skills:
• ✅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.

*This is a renewable 1-year contract position.

If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.

Pay: RM4,100.00 - RM6,000.00 per month

Application Question(s):

• How many months' notice period you required to give your current employer?

Experience:

• IT support: 3 years (Preferred)

Language:

• Mandarin (Preferred)

Work Location: In person