Onsite Engineer (Regular)

Job Description:

Key Requirements

• Diploma or Bachelor holder in Computer Science/Information technology
• 2‑3 years of relevant experience in Desktop Support
• IT knowledge in Windows 8, Windows 10, 11 and basic network setup troubleshooting
• Hardware knowledge: PC, laptop, printer / copier / scanner, projector, tele‑conference, mobile phones
• Hardworking with positive work attitude and a passion to excel in IT industry
• Good customer service mindset
• Able to work under minimal supervision
• Need to work from client premises
• Basic knowledge in IT Infrastructure (Network topologies, VPN, Server etc.) enough to isolate end user problems
• Customer focus, with exceptionally good customer service, inter‑personal and telephony skills sets
• Process oriented
• Able to perform in fast moving and demanding environment
• Able to multitask
• Team player who is self‑motivated, self‑disciplined and initiates action

Key Responsibilities

• Diagnose and resolve software and equipment (PC, laptop, printer / copier / scanner, projector, tele‑conference, mobile phones, etc.) incidents, including operating systems (Windows and Mac) and across a range of software applications
• Maintain a first‑class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner
• Install, upgrade, patch, support and troubleshoot Macintosh and Windows operating systems and applications such as Microsoft Office, Adobe and other authorized desktop applications
• Perform smart hands and eyes for infrastructure
• Break‑fix support for laptop, desktop, tablets and associated hardware peripherals
• Perform general preventive maintenance tasks on computers, laptops, printers and other authorized peripheral equipment
• Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery to end of life, including builds, application installations, user migration and hardware installations
• Coordinate with vendors for external support and repair
• Actively monitor ticket queue and all assigned tickets, ensuring accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation and data integrity of all applicable incidents and requests in ticketing tools
• Meet established Service Level Agreement (SLA) guidelines
• Provide IMAC support including large‑scale/bulk office moves and re‑stack activities (all moves)
• Support for operating systems, software, Microsoft Office suite and other business applications
• Manage the ticket queue in ticketing tools and ensure tickets are resolved and closed within defined service level maintenance
• Respond to end‑user requests for updates on ticket status and promptly follow up as needed
• Coordinate with vendors for provision of end‑user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
• Coordinate with Level‑3 support groups and project teams for service delivery enhancements, maintenance and upgrades
• Asset management of IT hardware and assets: stock control and management
• Provide accurate and timely documentation in IT Service Management Tool
• Participate in hardware and software rollout projects (Windows migration, office moves, new equipment, etc.)