1st Line Service Desk Engineer

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Silverbug IT Full time 30,000 - 60,000 per year

We're Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.

We've grown a lot since our beginning back in 2005. We're proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey.

Excited for our future, we've got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in.

We're now looking for 1st Line Service Desk Engineer – Enterprise to join our team and help us deliver great results for our clients.

The Role:

As an 1st Line Service Desk Engineer – Enterprise, you will be the first point of contact for technical support within a dynamic service desk environment, supporting a diverse portfolio of Enterprise clients. You will be responsible for logging, triaging, and resolving a wide range of incidents and service requests, ensuring a high standard of customer service and timely resolution. You will also contribute to knowledge sharing and continuous improvement within the team.

Duties and Responsibilities:

  • Provide 1st line technical support across a wide range of technologies and client environments.
  • Accurately log and categorise incidents and service requests using the ITSM tool.
  • Perform initial triage and troubleshooting, aiming for first-time resolution where possible.
  • Escalate complex issues to 2nd line engineers in line with escalation procedures.
  • Maintain clear and professional communication with clients throughout the lifecycle of tickets.
  • Follow documented procedures and contribute to the creation and maintenance of knowledge base articles.
  • Collaborate with other team members to ensure consistent and high-quality service delivery.
  • Identify recurring issues and flag them for problem management or process improvement.
  • Work a core shift of 14:00 – 22:00 UK time.

Qualifications, Knowledge and Experience:

Essential:

  • Experience in a 1st line support role within a service desk or IT support environment.
  • Basic troubleshooting skills across desktop, Microsoft 365, and common business applications.
  • Excellent communication and interpersonal skills with a strong customer service focus.
  • Familiarity with ITSM tools and ticketing systems.
  • Ability to manage and prioritise tasks in a fast-paced environment.
  • A proactive attitude and willingness to learn and develop technical skills.

Desirable:

  • Knowledge of InTune & Conditional Access Technologies and Mimecast email security.

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