IT Support Engineer

IT Support Engineer 

Role Summary 

We are seeking an IT Support Engineer to provide hands-on Level 2 support for workplace technology and manufacturing operations at our Malaysia site, with responsibility for supporting users across global locations. You will restore user and production capability, perform junior workplace engineering activities under established standards, and own incidents through diagnosis, escalation, validation, and closure. The role also supports endpoint lifecycle management, security remediation, patch testing, occasional business-application incident coordination, and time-sensitive VIP requirements. 

Key Responsibilities 

1. Onsite and Level 2 Support 

• Provide Level 2 support for Windows laptops, desktops, shared production PCs, peripherals, storage, user profiles, performance issues, operating-system faults, and device replacement or migration. 

• Own assigned incidents and requests through restoration, keeping ticket status, troubleshooting evidence, escalation details, user communication, and resolution validation complete and current. 

• Provide timely and discreet walk-in and executive support for endpoint, meeting, collaboration, and access issues while maintaining security controls and recording material work in the ITSM platform. 

2. Workplace Engineering and Endpoint Management 

• Perform junior workplace engineering activities under established designs and change controls, including endpoint builds, imaging, provisioning, configuration baselines, drivers, firmware, and standard device settings. 

• Assist with software packaging and deployment, detection and remediation rules, pilot collections, installation validation, rollback preparation, and deployment reporting. 

• Monitor endpoint health and compliance, maintain accurate inventory and lifecycle records, and support device refresh, warranty, replacement, and secure retirement activities. 

• Analyze recurring endpoint issues and contribute tested scripts, configuration improvements, standard fixes, and support documentation for review by senior engineers. 

3. Manufacturing and Operational Support 

• Support shared production workstations, test-equipment PCs, data-collection stations, peripherals, and other workplace technology without disrupting manufacturing operations. 

• Participate in planned changes and urgent incident response affecting manufacturing operations while following production-safety, security, and change-control requirements. 

• Provide basic support for shop-floor mobile and connected devices, such as shared handhelds, tablets, data loggers, and sensors, including registration, connectivity checks, vendor coordination, and replacement. 

Key Responsibilities 

4. Security and Patching 

• Own patch and vulnerability remediation for endpoints, shared production PCs, and assigned servers, prioritizing work according to security risk and production impact. 

• Coordinate pilot and test groups, confirm business and manufacturing compatibility, track exceptions, investigate failed deployments, and provide completion evidence. 

• Respond to endpoint-security findings involving operating systems, firmware, third-party software, and security agents in coordination with Security Operations and system owners. 

6. Service Quality and Continuous Improvement 

• Manage IT service tickets to agreed service levels and ensure users receive concise, timely updates and clear ownership of the next action. 

• Create and maintain troubleshooting guides, standard operating procedures, and knowledge articles for recurring incidents and requests. 

• Identify patterns that should be eliminated through problem management, standardization, packaging, self-service, or workflow automation. 

• Maintain accurate device and support records and coordinate effectively with the Global Service Desk, infrastructure teams, application owners, Security Operations, manufacturing users, and external vendors. 

Requirements 

Experience 

• 3 to 5 years of enterprise IT support experience, including independent Level 2 endpoint, identity, and connectivity troubleshooting. 

• Experience supporting a manufacturing, laboratory, engineering, or other operational technology environment is strongly preferred. 

• Experience supporting endpoint engineering activities such as imaging, provisioning, configuration, software deployment, device compliance, or lifecycle management. 

• Experience supporting security remediation, patch testing, pilot groups, and failed-deployment recovery. 

• Able to work onsite, access production areas where authorized, move and install normal IT equipment, and participate in scheduled after-hours incident or change support. 

• Experience supporting users across cultures and time zones is preferred. 

Requirements 

Technical Skills 

• Windows 11 troubleshooting, hardware diagnosis, storage remediation, profile recovery, laptop imaging or provisioning, drivers, and peripheral support. 

• Microsoft Configuration Manager or equivalent enterprise software deployment and patching platform; Microsoft Intune familiarity is preferred. 

• Active Directory, Microsoft Entra ID fundamentals, Microsoft 365 administration, Microsoft Teams, and role-based access fulfilment. 

• Working knowledge of endpoint configuration baselines, software packaging, deployment collections, detection methods, remediation scripts, compliance reporting, and device lifecycle processes. 

• Basic PowerShell or equivalent scripting skills for endpoint diagnostics, repeatable support actions, and supervised remediation. 

• Working knowledge sufficient to restore office, remote, wireless, and shop-floor connectivity and to separate device, network, security, and application failures. 

• Endpoint protection, vulnerability remediation, BIOS and application updates, test-group coordination, compatibility validation, exception tracking, and failed-deployment recovery. 

• Jira Service Management, ServiceNow, or a comparable ITSM platform, with practical understanding of incident, request, change, problem, SLA, escalation, and knowledge-management practices. 

Education and Certifications 

Diploma or bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience. 

Preferred certifications: 

• ITIL Foundation or higher 

• Microsoft endpoint, identity, or Microsoft 365 certification 

• Entry-level networking or security certification 

Key Competencies 

• Strong ownership and accountability; follows issues through restoration instead of forwarding them without diagnosis. 

• Structured problem solver who distinguishes symptoms from the underlying device, application, connectivity, identity, or security failure. 

• Able to prioritize production outages, security risks, VIP interruptions, and user-impacting incidents under pressure. 

• Balances urgency with production safety, security controls, approval requirements, and change discipline. 

• Communicates technical issues in plain language and produces complete, reusable ticket notes and documentation. 

• Recognizes repeat demand and improves the process instead of repeatedly performing the same manual task.