Desktop Engineer L1

Iron Systems, Inc


Date: 4 hours ago
City: Petaling Jaya
Contract type: Full time
Key Responsibilities

  • Perform dispatch/desktop support by attending user locations for issues that cannot be resolved remotely.
  • Analyze and fix errors for end-user devices in scope (Laptops, Desktops, Printers, Docking stations, peripherals, and mobile phones).
  • Replace or install hardware component/device according to instructions.
  • Perform regular, scheduled maintenance on the IT infrastructure (health checks).
  • Swap out non-functional end-user devices with replacements and perform basic data transfer from the old device to the new one to ensure continuity
  • Install and connect new hardware for users (install).
  • Set up and connect new hardware for users, ensuring proper functionality.
  • Install additional peripherals such as monitors or docking stations as needed.
  • Dismantle and reassemble IT workstations during relocations (Move).
  • Coordinate with remote teams for support escalations and keep users informed of progress.
  • Modify or upgrade existing hardware configurations based on user requirements.
  • Install or configure software locally when remote deployment or troubleshooting has failed.
  • Perform regular system health checks.
  • Ensure antivirus definitions and patches are up to date.
  • Provide end users with basic training and hands-on guidance on newly installed hardware or software.

Completion & Documentation

  • Test the implemented solution with the end user and have them confirm that it is functional.
  • Document the assignment (tasks performed, replacement parts used, serial numbers, time spent) in the ITSM ticket.
  • Update the status of the affected asset in the CMDB/asset management database (e.g., assign new device to user, set old device to "defective").
  • Close the ticket in the system or, if necessary, reassign it to another group (e.g., Remote Desk for a software adjustment).
  • Conference Room Support and Other Support
  • Schedule regular maintenance and check-ups on including Audio, Video media to prevent issues before they arise.
  • Provide immediate support for any technical issues during meetings
  • Schedule regular maintenance and check-ups to prevent issues before they arise.

Knowledge Management

  • Create and document the processes to enable IMAC execution for each software and/or equipment component and obtain client approval for such processes and documentation.
  • Site-specific tribal knowledge must be documented to ensure continuity, reduce dependency on individuals, and support knowledge transfer.
  • Maintain and update a list of business owners, contacts, and sites for business-specific configuration and non-standard configuration.
  • Up-to-date SOPs and KB articles related to operational activities performed to deliver the service across the various support tiers.
  • Documentation & license management of non-standardized/non-centralized applications or processes.

Local Printer Support

  • Installing network printers in client locations, making sure that they are connected to the network and can be used by applications.
  • Maintaining a list of network printers and resources (such as electronic forms required, etc.) used by the network printers.
  • In case of hardware issues, contact OEM for resolution
  • Coordinating with Active Directory management groups to provide access to network printing resources.

Incident And Service Request Management

  • Upon receiving and verifying a valid Incident and Service Request, provide the necessary technical support to complete the service request or incident
  • Review and provide input on the local site-specific details for the documentation.

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