Desktop Support Engineer

                                    Job Description

Role: Desktop support engineer/Technician

Location: P.J, Malaysia

Contract: 1 year + Extendable

Salary: as per market

Responsibilities:

• Provide end user service support and resolve problems to the end user's satisfaction.

Troubleshoot end user's computing issue, and hardware issue (PC, server, printer, etc.)

• Support daily IT Helpdesk operations, meet incident resolution time, update IT knowledge base system, IT incident ticket logging, and other tasks requested by WDT Site IT Supervisor/Manager.

• Installing and configuring computer hardware, software, systems, networks, and printers

• Responding in a timely manner to service issues and requests

• Repairing and replacing equipment as necessary

• Provide feedback on processes and make recommendations on areas to improve

• Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting

• Serve as the first point of contact for end user seeking technical assistance over the phone, email, Microsoft Teams, walk-in, etc.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by end user

• Walk the end user through the problem-solving process

• Direct unresolved issues to the next level of support personnel (GSD, IMC, L2, etc.)

• Provide accurate information on IT products or services

• Record events and problems and their resolution in ServiceNow (work notes and resolution)

• Support team (L2/L3 and Global IT teams) for prompt recovery service and support to minimize any business disruption in the event of an incident

• Experience in AV system, video conference system, Webex, Microsoft Teams, etc.

• Experience in print server/service environment

• Debugging computer HW/SW, network to simulate whether issues occur on both production & office environment.

• Track repeated issue, produce report, analyst and drive for resolution.

• Accountability for telecommunication connectivity with site analog/digital devices including fax machines, phone, video conference and mobile devices

• Basic network, IT Security, Windows/Mac/Ubuntu/Linux and computer troubleshooting.

• Managed/deployed MS patches to Mfg/Office/Lab PC and machines.

• Should be willing to work extended hours or modified schedule to meet deadlines

• Ensure performance meets stipulated KPIs/SLAs at all times while delivering a consistent quality of services

• Support ad-hoc projects initiated from the Global Infra / Security team

• Good analytical and problem-solving skills

• Good soft skills in communication and presentation

• Must be team player and able to work independently

• Motivated individual with a positive attitude

Strong knowledge in Windows OS and Mac OS

Qualifications:

 Minimum diploma/ degree in IT-related field

Minimum 3-5 years related experience in computer hardware, software, networking systems, and information security operation support