Full Time Senior Technical Support Engineer Jobs, in Hitachi Sunway Information Systems Federal Territory - Maukerja

Key Responsibilities

• Provide Level 1 and Level 2 technical support for end users on hardware, software, and IT-related issues.
• Diagnose and resolve desktop, laptop, printer, peripheral, and connectivity issues.
• Handle incidents, service requests, and problem tickets within agreed SLA and KPI targets.
• Administer and support Microsoft 365 services including Exchange Online, Outlook, Teams, OneDrive, SharePoint Online, and Office applications.
• Administer SCCM/MECM for software deployment, OS deployment, patch management, and inventory management.
• Perform PC imaging, software installation, hardware deployment, and device lifecycle management.
• Coordinate service activities between users, vendors, offshore teams, and internal IT teams.
• Support infrastructure and workplace technology projects.
• Maintain technical documentation and knowledge base articles.
• Provide onsite and remote offshore operational support when required.

Standby / On-Call Support Expectations

• Participate in a rotational standby/on-call support schedule outside normal business hours, including weekends and public holidays.
• Provide remote troubleshooting and incident response for critical service disruptions.
• Be available and reachable during assigned standby periods.
• Coordinate and escalate critical incidents with vendors and support teams.
• Attend onsite support when required for business-critical incidents.
• Support after-hours maintenance, deployments, and project cutovers.
• Ensure compliance with SLA commitments and provide status updates.

Required Skills & Experience

• Hands-on experience supporting Windows 10/11 environments.
• Strong Microsoft 365 administration and support experience.
• Hands-on experience with SCCM/MECM administration and PC imaging.
• Knowledge of Active Directory, Microsoft Entra ID (Azure AD), and Group Policy.
• Basic networking knowledge including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience with ServiceNow, Remedy, or similar ITSM tools.
• Strong communication, troubleshooting, and stakeholder management skills.

Work Environment & Travel Requirements

• Willing to travel and work offshore occasionally based on operational and project requirements.
• May be required to work outside normal business hours during critical incidents and project implementations.
• Comfortable working with offshore, onshore, vendor, and client teams.