IT Support Engineer (Internal)

The L1 Internal IT Support Engineer provides first-line triage and hands-on support to internal Nasstar colleagues based in Malaysia and across the wider organisation. This includes resolving user issues, preparing and maintaining devices, ensuring smooth onboarding/offboarding, and supporting day-to-day IT operations.

IT Operations: 

• Provide L1 triage and resolution for IT support queries. 
• Troubleshoot and resolve hardware/software issues. 
• Support onboarding/offboarding and device preparation. 
• Build, configure, and prepare laptops and peripherals. 
• Maintain compliance of devices using internal tools (M365, Endpoint Manager).

User Support: 

• Serve as first point of contact for Malaysian office users. 
• Provide face-to-face walk-up support. 
• Assist with common troubleshooting and escalate when necessary. 

Asset Management & Logistics:

• Maintain accurate IT asset stock and records. 
• Handle device shipping, returns, and courier coordination. 
• Support insurance/lost device reporting. 
• Update and maintain documentation

Process & Service Quality:

• Ensure ticket handling meets SLA requirements. 
• Follow all IT policies, security practices, and compliance activities. 
• Identify areas for continuous improvement

• SPM/O-Level or Diploma in IT/Computer Science 
• Degree in IT/Computer Science 
• IT certifications such as CompTIA A+, Microsoft Fundamentals, Google IT Support 
• 6–12 months in a technical support role
• Experience with laptop builds and configuration
• Experience with ITSM tools
• Familiarity with Microsoft 365
• Basic understanding of Endpoint Manager / Intune
• Strong customer service skills
• Technical troubleshooting ability
• Team Player
• Communication skills in English
• Time Management 

• Competitive salary based on experience.
• Opportunity to work with international stakeholders. 
• Training and development provided.
• Career progression opportunities within the organization