Service Desk Engineer

1 day ago

Penang, Malaysia Sophic Automation Sdn Bhd Full time 60,000 - 120,000 per year

DETAILED JOB DESCRIPTION

  • Handle escalated and complex support issues, including Network Configuration, Client VPN troubleshooting, and Application Troubleshooting.
  • Provide Tier 1/2 support and administration for core Microsoft Enterprise Services (Microsoft Intune, Microsoft Defender, Microsoft Entra)
  • Manage and provide user support for end-user computing tools, including Microsoft Office Suite, Absolute, and BTRS Remote.
  • Lead the review and creation of knowledge base articles, runbooks, and SOPs. Ensure IT Asset Management compliance and accuracy.
  • Conduct technical training sessions for the team and provide mentorship to other DSS Support Engineers.
  • Lead efforts related to Security and Vulnerability Manual Remediation and Patch Management.
  • Provide hands-on technical support during the handoff from the previous vendor.
  • Provide prompt and professional Technical Support and User Assistance for all incoming requests.
  • Log, assign, and follow up on tickets to ensure timely resolution.
  • Handle Hardware Provisioning, Application Installation, Device Enrollment, and Equipment Setup in conference rooms.
  • Perform routine maintenance tasks, including printer support, Hardware Collection, and User Printing account registration.
  • Actively participate in training and shadowing to develop skills in areas like BYOD Mobile Devices, Network Configuration, and Security Configuration.

DETAILED JOB REQUIREMENTS

  • Strong knowledge of enterprise-level operating systems (e.g., Windows, macOS, Linux).
  • Experience with or functional knowledge of ServiceNow or similar ITSM tools.
  • Demonstrable hands-on experience and support knowledge of Microsoft Intune, Microsoft Defender, and Microsoft Entra (formerly Azure AD).
  • Familiarity with remote access tools like Absolute and BTRS Remote.
  • In-depth understanding of networking concepts (TCP/IP, DNS, DHCP) and network troubleshooting tools.
  • Experience with command-line interfaces (CLI) for system diagnosis and management.
  • Proven ability to troubleshoot complex hardware and software issues.
  • Strong verbal and written communication skills for technical documentation and knowledge transfer.
  • Experience with ITIL or similar service management frameworks is a plus.
  • Excellent customer service skills.
  • A strong desire to learn and a proactive approach to problem-solving.

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