Job details
Job Title: IT Support Engineer – Desktop & Network
Department: IT / Technical Support
Reports To: IT Manager / Technical Support Manager
Employment Type: Full-Time
Location: Johor Bahru
1. Job Summary
The IT Support Engineer is responsible for providing technical support, installation, configuration, maintenance, and troubleshooting of desktop computers, laptops, network infrastructure, and related IT systems.
The role ensures that clients’ IT environments operate efficiently, securely, and reliably. The successful candidate will provide first- and second-level technical support, resolve hardware and software issues, maintain network connectivity, and deliver excellent customer service to end users.
2. Key Responsibilities
A. Desktop and End-User Support
- Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, scanners, and other IT peripherals.
- Install and support Microsoft Windows operating systems, Microsoft 365 applications, and commonly used business software.
- Diagnose and resolve hardware, software, operating system, and performance-related issues.
- Configure user accounts, email clients, shared folders, and access permissions.
- Provide technical support for Microsoft Outlook, Teams, OneDrive, and other productivity applications.
- Perform operating system updates, software patching, antivirus updates, and routine preventive maintenance.
- Assist with PC deployment, imaging, upgrades, asset tagging, and hardware replacement.
- Support data backup, file recovery, and user data migration when required.
B. Network Installation and Support
- Install, configure, and troubleshoot LAN, WAN, Wi-Fi, and internet connectivity.
- Configure and maintain network switches, wireless access points, routers, and other network devices.
- Troubleshoot TCP/IP, DNS, DHCP, IP addressing, VLAN, and network connectivity issues.
- Assist with firewall configuration, VPN connectivity, and secure remote access.
- Monitor network performance and investigate connectivity, latency, and packet-loss issues.
- Perform network cabling, patch panel termination, and basic network rack maintenance where required.
- Support network upgrades, equipment replacement, and new office network installations.
- Escalate complex routing, switching, firewall, and security issues to senior engineers or relevant vendors.
C. IT Operations and Security
- Perform routine checks to ensure desktops, network devices, and IT services remain operational.
- Assist with endpoint protection, malware detection, security updates, and vulnerability remediation.
- Ensure IT equipment and systems comply with company and customer security policies.
- Support user onboarding and offboarding, including account creation, access revocation, and equipment allocation.
- Maintain accurate IT asset inventories, configuration records, and technical documentation.
- Follow established change management, incident management, and IT service management procedures.
D. Helpdesk and Customer Support
- Receive, record, prioritize, and resolve IT support requests through the helpdesk or ticketing system.
- Provide remote and on-site technical support to customers and internal users.
- Diagnose problems systematically and resolve incidents within agreed service-level agreements (SLAs).
- Communicate technical issues and solutions clearly to non-technical users.
- Keep users informed of incident progress and expected resolution times.
- Escalate unresolved incidents appropriately and follow through until closure.
- Maintain a professional and customer-focused approach when dealing with users and clients.
E. Documentation and Reporting
- Document troubleshooting steps, incident resolutions, and recurring technical problems.
- Maintain records of hardware, software licenses, network devices, and system configurations.
- Prepare service reports, maintenance reports, and incident summaries when required.
- Identify recurring issues and recommend improvements to IT systems and support processes.
3. Qualifications and Experience
- Diploma or Degree in Information Technology, Computer Science, Computer Engineering, or a related field.
- Minimum 2–3 years of experience in desktop support, IT helpdesk, network support, or IT infrastructure support.
- Fresh graduates with relevant technical knowledge and a strong willingness to learn may also be considered.
- Practical experience supporting Windows desktops, laptops, printers, and Microsoft 365 applications.
- Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, WAN, and Wi-Fi.
- Experience configuring or troubleshooting switches, routers, wireless access points, and firewalls.
- Familiarity with remote support tools, endpoint security solutions, and ticketing systems.
- Experience providing on-site and remote support in a corporate or managed IT services environment is an advantage.
4. Technical Skills
The candidate should demonstrate practical knowledge in the following areas:
- Operating Systems: Windows 10/11 and basic Windows Server administration.
- Desktop Support: PC hardware, laptop components, drivers, printers, peripherals, and software troubleshooting.
- Microsoft Applications: Microsoft 365, Outlook, Teams, OneDrive, and user account support.
- Networking: TCP/IP, DNS, DHCP, VLAN, LAN/WAN, Wi-Fi, VPN, and network troubleshooting.
- Network Equipment: Routers, switches, access points, firewalls, and structured cabling.
- Security: Antivirus, endpoint protection, patch management, access control, and basic cybersecurity practices.
- IT Service Management: Helpdesk ticketing, incident management, SLA compliance, and technical documentation.
- Remote Support: Remote desktop tools and remote troubleshooting techniques.
5. Key Competencies
- Strong analytical and troubleshooting skills.
- Good communication and customer service skills.
- Ability to work independently and manage multiple support requests.
- Strong sense of ownership and accountability for assigned incidents.
- Ability to prioritize issues according to business impact and urgency.
- Willingness to travel to customer sites when required.
- Good time management and ability to meet agreed SLAs.
- Ability to work collaboratively with other engineers, vendors, and customers.
- Commitment to continuous learning and improving technical skills.
6. Key Performance Indicators (KPIs)
Performance will be measured against agreed targets, including:
- Ticket Resolution: Percentage of assigned tickets resolved within the agreed SLA.
- First-Time Fix Rate: Percentage of incidents resolved without requiring repeat visits or escalations.
- Response Time: Compliance with agreed initial response times.
- Customer Satisfaction: Customer feedback and satisfaction ratings.
- Incident Reopening Rate: Percentage of resolved incidents reopened due to incomplete or ineffective solutions.
- Preventive Maintenance: Completion of scheduled maintenance activities within the agreed timeframe.
- Documentation Compliance: Accuracy and completeness of ticket records, asset inventories, and technical documentation.
- Attendance and Punctuality: Reliability in attending scheduled support duties and customer appointments.
- Security Compliance: Timely completion of required patching, endpoint protection checks, and security-related tasks.
- Productivity: Effective management and resolution of assigned tickets and service requests.
7. Working Conditions
- Work may involve on-site customer visits, office-based support, and remote troubleshooting.
- Occasional travel to customer premises may be required.
- After-hours support or weekend work may be required for scheduled maintenance or critical incidents, subject to the applicable employment arrangements.
- The engineer must comply with customer site policies, information security requirements, and safety procedures.
8. Career Development
The role provides opportunities to progress into Senior IT Support Engineer, Network Engineer, Systems Engineer, or IT Infrastructure Specialist positions through experience, training, and relevant professional certifications.
Apart from the technical expertise, Onsite Engineer Servers will need to have the following skills to become successful in this field.
- Exceptional communication skills
- Outstanding troubleshooting skills
- Outcomes Oriented – Successfully manage a set of responsibilities until its completion
- Team Player with a capability to work successfully with various personalities
- Work well under pressure
- Receive guidance & feedback from an allocated project manager
- Operate self-sufficiently from home office as well when required
- Perform the service delivery documentation for the user manuals
Job Type: Full-time
Benefits:
- Dental insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Work Location: In person