Service Desk Engineer

4 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Sunbytes Full time

Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment. Our diverse team shares a common purpose, making Sunbytes a great place to work.

We offer comprehensive long-term partnerships, including recruitment, dedicated worldwide talents, and custom software development, tailored to meet client needs.

Join Us

Are you a driven IT support professional with a passion for troubleshooting and client service? Sunbytes is seeking a detail-oriented Remote Service Desk Engineer - Level 1 to join our growing team. In this role, you will play a key part in supporting our global IT infrastructure, helping users resolve technical issues efficiently while delivering a seamless support experience.

About the role

Sunbytes is setting up and managing an NOC team in South-East Asia for their US partner. We are looking for a Remote Service Desk Engineer (Level 1) who will serve as the first point of contact for end users requiring IT assistance. This role focuses on providing first-line support across Networking, Cloud Services, and Laptop/Server environments, ensuring all incidents and service requests are resolved or escalated promptly and in accordance with ITIL v4 best practices. You'll collaborate closely with higher-level support teams and contribute to our knowledge base to continuously improve support quality.

Job Responsibilities

  • Provide first-level support for technical incidents via phone, email, and ITSM tools.
  • Log, categorize, and prioritize issues according to ITIL v4 guidelines.
  • Troubleshoot or escalate issues related to networks, cloud platforms, and devices.
  • Fulfill service requests such as account setup, password resets, and software installations.
  • Identify recurring incidents and assist in problem documentation and reporting.
  • Maintain knowledge base articles and share best practices with team members.
  • Communicate effectively with users, providing updates and policy guidance.
  • Collaborate with Level 2 and 3 teams to ensure smooth issue resolution.
  • Follow strictly IT security policies and report compliance or security concerns promptly.
Requirements

Technical skills

Associate or Bachelor's degree in IT, Computer Science, or a related field.

Preferred certifications: CompTIA A+, ITIL 4 Foundation, Microsoft 365 Fundamentals, Cisco CCNA (entry-level).

1–2 years of experience in IT support or help desk roles.

Basic networking knowledge: IP, DHCP, DNS, LAN/WAN/VPN troubleshooting.

Familiarity with networking hardware: switches, routers, firewalls, and wireless networks.

Understanding of cloud service models (SaaS, PaaS, IaaS) and account/security management.

Hands-on experience with Windows/macOS devices, OS installation, patching, and peripheral support.

Exposure to basic server administration (user management, log monitoring).

Excellent analytical and problem-solving capabilities.

Strong communication and customer service orientation.

Pays high attention to detail and can document effectively.

Comfortable working in a fast-paced environment and managing multiple tasks.

Fluent in English and Mandarin, both written and verbal (system and call communication).

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