Job Description

1. Leadership, Oversight & Mentorship

Provide hands-on oversight to ensure accurate handling of user onboarding, offboarding, and account/access provisioning requests. Mentor, coach, and train junior EUC engineers to improve technical capability and process adherence. Enforce task ownership and accountability across all ticket types to minimize user complaints and errors. Assign work, monitor performance, and ensure SLA and quality compliance. Conduct regular performance reviews, feedback sessions, and corrective training where required.

2. EUC Operations & Technical Support

Deliver advanced troubleshooting and support for desktops, laptops, tablets, mobile devices, and vendor-managed equipment (e.g., printers, copiers). Perform patch management, hardware break-fix, and configuration updates per approved change procedures. Ensure proper asset tagging, SOE compliance, and accurate inventory updates after each activity.

3. Reporting, Analysis & Continuous Improvement

Track and report incident trends, SLA performance, and team productivity. Identify recurring issues and propose process or system-level improvements. Develop and maintain Excel-based dashboards and reports (pivot tables, charts, formulas).

4. Coordination & Administration

Work closely with vendors and other support teams to ensure timely resolution of managed equipment issues. Maintain updated SOPs, technical documentation, and knowledge base articles for the EUC team.

5. Escalation & Standby Support

Handle escalations for unresolved or critical incidents. Provide after-hours support when required, following severity code definitions.

Qualifications

Minimum 5 years' experience in end-user computing support, with at least 2 years in a team lead or supervisory role. Strong leadership and team management abilities. Proven experience managing onboarding/offboarding processes and ensuring data accuracy. Skilled in hardware and software troubleshooting, patch management, and SOE enforcement. Advanced Excel proficiency (pivot tables, formulas, dashboards). Excellent communication, coordination, and customer service skills.
Job Types: Full-time, Contract
Contract length: 12 months

Pay: Up to RM5,500.00 per month

Benefits:

Health insurance Professional development
Application Question(s):

How many years of experience do you have leading or supervising a technical support team? Have you previously worked in an on-site IT support or customer environment?
(Yes/No)

Are you familiar with Standard Operating Environments (SOE) and IT asset management processes?
(Yes/No)

Do you have experience handling patch management or OS image deployment?
(Yes/No)

Are you proficient with Microsoft Excel functions such as pivot tables, charts, and formulas for reporting?
(Yes/No)

Have you supervised or mentored other engineers or support staff before?
(Yes/No)

Are you comfortable working on-site full-time and providing standby support after hours or weekends when required?
(Yes/No)

What is your expected monthly salary (RM)? When can you start if selected?
(Immediately / Within 2 weeks / 1 month notice/ 2 months notice)

Work Location: In person