LAlavu tech solutions sdn bhd
Senior Support Engineer
Malaysia Posted 29 Sept 2026
FULL TIME
Compliance
Servicenow
Hardware Troubleshooting
Encryption
Endpoint Security
+12 more
Job Description
Key Responsibilities
- Deliver Level 2 technical assistance for hardware and software challenges across desktops, laptops, mobile devices, and peripheral equipment.
- Identify, troubleshoot, and resolve technical incidents and service requests for end-users both remotely and onsite.
- Install, configure, sustain, and troubleshoot desktops, laptops, mobile devices, printers, scanners, and additional peripherals.
- Offer application support for Microsoft 365, VPN, collaboration software, and other essential business applications.
- Conduct device imaging, configuration, deployment, replacement, and hardware refresh tasks.
- Ensure end-user devices adhere to IT security and compliance standards, including
- antivirus, patch management, encryption, and other security measures.
- Maintain precise records of hardware and software assets, including tracking their lifecycle and licenses.
- Log, manage, and monitor incidents, service requests, and changes using ITSM tools like ServiceNow, adhering to ITIL methodologies.
- Work collaboratively with network, infrastructure, security, application, and other IT teams to resolve intricate issues and support IT initiatives.
- Assist with system upgrades, migrations, hardware rollouts, software installations, and various infrastructure projects.
- Coordinate with external vendors and service providers regarding hardware replacements, software concerns, procurements, and technical escalations.
- Offer guidance and introductory technical training to end users on IT systems, applications, and security protocols.
- Identify repetitive issues, process deficiencies, and operational risks, recommending suitable solutions or enhancements.
- Provide onsite support at secondary locations and warehouses as dictated by business needs.
- Engage in operational activities, ensuring prompt incident resolution in accordance with established SLA ITIL frameworks.
- Prepare and submit monthly timesheets as a formal record of services rendered.
- Extensive experience in End-User Computing Desktop Support and IT Infrastructure Support.
- Proficient understanding of Windows operating systems, Microsoft 365, VPN, and collaboration tools.
- Experience in hardware troubleshooting, device deployment, imaging, and configuration.
- Knowledge of ITSM/ITIL processes and tools such as ServiceNow or JIRA.
- Familiarity with endpoint security, patching, antivirus, encryption, and compliance
- requirements.
- Experience in managing IT assets and overseeing hardware/software lifecycles.
- Strong analytical and problem-solving abilities.
- Capacity to operate independently within an onsite customer environment.
- Excellent communication and stakeholder management capabilities.
- Adept at collaborating effectively with both local and global IT teams as well as external vendors.
- Willingness to travel to secondary sites and warehouses when necessary.