IT Support Engineer

About the Role

We’re looking for a hands-on IT Support Engineer to deliver reliable desktop support, user support (hardware & software), and light infrastructure administration across ASEAN offices. You'll be the first point of contact for end users, ensuring timely resolution of incidents, stable endpoint operations, and smooth coordination with global IT and regional vendors.

Key Responsibilities

1. End-User & Desktop Support (L1/L2)

• Provide onsite and remote support for laptops/desktops (Windows/macOS), mobile devices, peripherals, and conferencing equipment.
• Install, configure, and maintain standard software (O365/M365, collaboration tools, browsers, security agents, VPN, etc.).
• Manage user onboarding/offboarding: device provisioning, user accounts, access rights, and hardware returns.
• Troubleshoot authentication, printing, network connectivity (Wi‑Fi/LAN/VPN), and performance issues.
• Maintain accurate records in the ITSM tool (tickets, assets, knowledge articles).

2. Infrastructure & Platform Support (Hands-on with Escalation to L3/Global)

• Support basic network tasks (switch port patching, Wi‑Fi SSID troubleshooting, cabling checks, sitewalk-throughs).
• Perform routine checks on local infrastructure: UPS status, room environment, network closets, ISP CPE, andendpoints.
• Support endpoint management via MDM/endpoint tools (e.g., Intune/JAMF) for patching, compliance, encryption.
• Assist with identity/security operations (password resets, MFA, conditional access triage, endpoint AV/EDR alerts).
• Coordinate with global infrastructure teams for escalations (e.g., Azure AD, firewalls, servers, SaaS apps).

3. Service Management & Governance

• Own tickets through resolution; meet SLAs/OLAs and communicate effectively with users.
• Maintain accurate asset inventories (laptops, monitors, accessories, loaners).
• Document SOPs, how-to guides, and known error workarounds.
• Support internal audits, compliance checks, and license true-ups as needed.

4. Regional Coverage (ASEAN)

• Provide remote and occasional on-site support for users across ASEAN countries.
• Liaise with local vendors/partners for warranty, parts replacement, and onsite dispatch.
• Support critical business events (town halls, exec meetings, boardrooms).

Required Qualifications & Experience

1. Diploma/Degree in Information Technology, Computer Science, or equivalent experience.

2. 3+ years in desktop support / end-user support with exposure to small office infrastructure.

3. Hands-on experience with:

• Operating Systems: Windows 10/11, macOS (nice to have).
• Productivity & Collaboration: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Endpoint Management: Microsoft Intune (preferred), JAMF (nice to have).
• Identity & Security: Azure AD/Microsoft Entra ID basics, MFA, SSO concepts.
• Networking Fundamentals: TCP/IP, DHCP/DNS basics, VLAN/Wi‑Fi troubleshooting, VPN clients.
• ITSM Tools: ServiceNow, Jira Service Management, Freshservice, or similar.

4. Strong troubleshooting methodology and customer service orientation.

5. Language: Fluent English; proficiency in a regional ASEAN language is a plus(e.g., Bahasa Indonesia, Thai, Vietnamese).

Skills

Troubleshooting, Installations, Escalation Contact, Hardware, Record Keeping, Customer Support, Desktop Support, Network Connectivity, Administration, Information Technology, Computer Science, Windows Server, Operating Systems, Remote Desktop, Network Support, Office Support, Technical Support