Help-desk Engineer

Job Title	Help-desk Engineer
Location	Kuala Lumpur, Malaysia
Department	Service Center
Reports To	Service Operation Manager
Summary	We are seeking a detail-oriented and proactive Help-desk Engineer to join our IT team. In this role, you will provide technical support to end-users, resolve IT issues, and ensure the smooth operation of hardware, software, and networks. The ideal candidate will have excellent problem-solving skills, a strong understanding of IT systems, and a customer-first attitude.

Key Responsibilities:

• Provide first-line support to users experiencing hardware, software, and network issues.
• Diagnose and troubleshoot technical issues remotely or on-site, using diagnostic tools
  and knowledge of company systems.
• Respond to help-desk tickets and service requests, ensuring timely resolution and high-
  quality service.
• Document and track technical issues, solutions, and procedures in a knowledge base.
• Collaborate with other IT staff and departments to identify and address technical
  challenges.
• Responsible for the daily maintenance, troubleshooting and rapid repair of customer
  computers, servers, printers, scanners, projectors and other desktop equipment and
  peripheral facilities to ensure the normal operation of equipment and a stable office
  environment.
• Responsible for the installation, configuration, upgrade and technical support of office
  software (such as Office suites, PDF editors, etc.) and business system clients, and
  promptly resolve problems encountered during the use of software.
• Assist in maintaining desktop operating systems such as Windows and macOS, including
  system updates, patch management, security policy configuration, etc., to ensure the
  security and stability of the operating system. Participate in the company’s domain
  environment management, responsible for user account creation, permission allocation,
  password reset, etc., to ensure that users can access company resources normally, and
  handle account-related issues in a timely manner.
• Cooperate with network engineers to handle desktop network connection issues, such
  as network troubleshooting, IP address configuration, wireless network settings, etc., to
  ensure normal network access for employees. Assist in basic maintenance and
  monitoring of network equipment (such as switches and routers), and promptly detect
  and report network anomalies.
• Document and knowledge management
• Write and maintain technical documents related to desktop operation and maintenance,
  such as operation manuals, troubleshooting procedures, maintenance records, etc.
  Organize solutions to common problems, establish a knowledge base, provide technical
  support references for team members, and improve the overall technical level.
• Assist with IT asset management, including inventory tracking of hardware and software.

Qualifications:

• English & Chinese reading/writing/listing/speaking required.
• Proven experience as a Help-desk Technician, Support Engineer, or similar IT support
  role.
• Educational background: Bachelor degree or above in Computer Science, Information
  Engineering or other related majors.
• Work experience: About 3 years of experience in desktop operation and maintenance,
  familiar with common troubleshooting of desktop devices and office software.
• Strong knowledge of Windows and macOS operating systems.
• Experience with troubleshooting hardware, software, and networking issues.
• Familiarity with IT ticketing systems and remote desktop tools.
• Basic understanding of networking concepts (TCP/IP, DNS, VPN, etc.).
• Excellent communication and interpersonal skills to interact effectively with users.
• Strong problem-solving skills and the ability to work independently.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Knowledge of Active Directory, Office 365, and/or other common business software.

Preferred Competencies:

• IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, ITIL)
• Experience with cloud-based applications and systems
• Have good problem analysis and problem solving skills, can quickly locate and solve
  complex technical problems. Have strong learning ability and self-motivation, can grasp
  new technologies and tools in a timely manner, and adapt to the ever-changing technical
  environment. Have good communication skills and teamwork spirit, can effectively
  communicate with personnel from different departments, and provide high-quality
  technical support services. Work conscientiously and responsibly, pay attention to
  details, have a strong sense of responsibility and service, and can work efficiently under
  pressure.

Working Conditions:
Work schedule: Full-time, 9 AM – 6 PM, Monday to Friday
Occasional on-call or after-hours support may be required.