Kerja Sepenuh Masa, Junior EUC Support Engineer di ITC Infotech Selangor - Maukerja

Role Overview

The Junior EUC Support Engineer will be responsible for delivering high-quality end-user and infrastructure support (Level 1). The role involves troubleshooting hardware and software issues, managing endpoint devices, supporting IT infrastructure initiatives under senior guidance, ensuring compliance with security standards, and acting as the primary onsite IT contact for business users.

Key Responsibilities:

• Provide Level 1 technical support for hardware and software issues across desktops, laptops, mobile devices, and peripherals.
• Diagnose, troubleshoot, and resolve end-user technical incidents and service requests remotely or onsite.
• Deploy, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, and other peripherals.
• Provide application support for Microsoft 365, VPN, collaboration tools, and other standard business applications.
• Perform device imaging, configuration, deployment, replacement, and hardware refresh activities.
• Ensure end-user devices comply with IT security and compliance standards, including antivirus, patching, encryption, and other security controls.
• Maintain accurate hardware and software asset inventory, including lifecycle and license tracking.
• Log, manage, and track incidents, service requests, and changes using ITSM tools such as ServiceNow following ITIL processes.
• Collaborate with senior engineers, network, infrastructure, security, application, and other IT teams to resolve complex issues and support IT projects.
• Support system upgrades, migrations, hardware rollouts, software deployments, and other infrastructure initiatives under senior guidance.
• Coordinate with external vendors and service providers for hardware replacement, warranty claims, and technical escalations.
• Provide guidance, onboarding support, and basic technical training to end users on IT systems, applications, and security policies.
• Identify recurring issues, log knowledge base articles, and recommend operational improvements.
• Provide onsite support at secondary sites and warehouses when required by business needs.
• Participate in operational activities and ensure timely resolution of incidents in line with agreed SLAs and ITIL processes.
• Prepare and submit monthly timesheets as the formal record of services delivered.

Required Skills & Competencies:

• 2 - 3 years of hands-on experience in End-User Computing (EUC), Desktop Support, and IT Infrastructure Support.
• Solid working knowledge of Windows operating systems (Windows 10/11), Microsoft 365, VPN, and collaboration tools.
• Hands-on experience with hardware troubleshooting, device deployment, imaging, and configuration.
• Knowledge of ITSM / ITIL processes and tools such as ServiceNow or JIRA.
• Understanding of endpoint security, patching, antivirus, disk encryption (e.g., BitLocker), and compliance requirements.
• Experience managing IT assets and hardware/software lifecycle tracking.
• Strong troubleshooting, logical problem-solving, and analytical skills.
• Ability to work independently as well as collaboratively in an onsite customer environment.
• Strong communication, interpersonal, and customer-service skills.
• Ability to collaborate effectively with local and global IT teams, senior technical leads, and external vendors.
• Flexibility to travel to secondary sites and warehouses when required by business needs.
• Language proficiency: Fluency in spoken and written English.