Assist IT Area Manager in executing IT tasks assigned for a specific business units.
Assist Local IT in executing routine and repetitive tasks such as contacting and pushing end users in patching, upgrading their computers.
Assist Local IT in fulfilling IT tasks that fall under Local IT’s responsibilities such as setting up computer, managing IT equipment and lifecycle of the equipment.
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Planning & Scheduling: Support planning and scheduling of service and project activities using FSM. Assist in coordinating end‑to‑end planning processes for Malaysia operations with proactive notification for customer on future/preventive service scheduling. Support planning activities related to new Installation Base (IB).
Service, Warranty & ISO Support: Assist with warranty administration for both service and project scopes. Support ISO process compliance, including documentation tracking and process coordination. Coordinate service calibration activities and ensure proper completion and records.
Technical & Back‑Office Support: Provide 2nd‑level ticketing and technical support to service and back‑office teams. Assist with purchase order (PO) chasing and coordination with internal stakeholders. Support day‑to‑day back‑office operational activities related to service and projects.
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Serve as the primary on-site point of contact for end-user workstation hardware and software updates.
Manage and triage incoming requests through the helpdesk ticketing system, including ticket assignment, prioritization, resolution, and workflow management.
Diagnose and resolve issues related to End User Computing technologies, including PC hardware, virtualization, Microsoft Office applications, endpoint security tools, and application performance.
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The End User Support Engineer is responsible for delivering high‑quality on‑site and workplace IT support to ensure the stability, reliability, and efficiency of daily office IT operations. The role focuses on maintaining local workplace infrastructure, resolving technical incidents, supporting endpoint lifecycle management, and assisting with workplace technology deployments and installations.
In addition, the role supports workplace‑related service requests, including troubleshooting productivity and collaboration tools, managing user access and permissions (e.g. Active Directory account and group administration), and administering license allocation for business applications, in compliance with IT Service Management (ITSM) processes and standards.
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Maintain and perform necessary support at customer site, such as troubleshooting, corrective and preventive maintenance, and installation hardware and software modification
Provide service training to the customer and peers
Application Support & Maintenance: Troubleshoot, debug, and resolve technical and functional issues for complex enterprise applications including IFCA Net, IFCA Mall, RPA / UiPath automation, Talend, ABBYY FlexiCapture, I-Residential, and CSS systems.
SLA & Incident Management: Manage incoming incidents and service requests, keeping resolution times strictly within agreed SLAs while monitoring system performance to maximize application availability.
Root Cause Analysis: Perform detailed root cause investigations for recurring technical issues and implement sustainable, long-term operational solutions.
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Application Support & Maintenance: Troubleshoot, debug, and resolve technical and functional issues for complex enterprise applications including IFCA Net, IFCA Mall, RPA / UiPath automation, Talend, ABBYY FlexiCapture, I-Residential, and CSS systems.
SLA & Incident Management: Manage incoming incidents and service requests, keeping resolution times strictly within agreed SLAs while monitoring system performance to maximize application availability.
Root Cause Analysis: Perform detailed root cause investigations for recurring technical issues and implement sustainable, long-term operational solutions.
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Handling hotline calls and IT support requests professionally
Logging, categorizing, prioritizing, and assigning tickets accurately
Troubleshooting common IT issues related to Windows, Microsoft 365, Outlook, Teams, VPN, MFA, printers, basic networking, and enterprise applications
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