Senior IT Support Engineer

Provided daily end-user support for JTC users across multiple locations, covering desktops, laptops, Windows OS, Microsoft Outlook, printers, peripherals, and other IT-related issues. Delivered first- and second-level troubleshooting for hardware, software, LAN, Wi-Fi, and VPN incidents.

Managed incidents and service requests through ServiceNow while maintaining SLA compliance. Performed OS deployment and software installation through SCCM/MDT, implemented endpoint security controls including antivirus, firewall configuration, and BitLocker encryption, and maintained IT asset inventory, documentation, knowledge-base articles, and user training materials.

Managed ServiceNow incidents and service requests and coordinated with Level 1 and Level 2 support teams to drive timely resolution. Was promoted to Team Lead for IT LTS Penang operations.

Delivered onsite IT infrastructure support across workplace environments, including workstation deployment, relocation, configuration, network connectivity, and IT equipment installation. Coordinated technical activities with network, infrastructure, facilities, and external vendors while following change, incident, escalation, and site-access procedures.

Provided first- and second-level technical support for hardware, software, and system-related issues. Delivered onsite desktop support to diagnose and resolve end-user technical problems.

Assisted network engineers with network-related troubleshooting and worked in an SLA-driven support environment. Used ServiceNow within structured IT service-management processes to manage support activities.

Provided first-level IT support and onsite technical assistance to end users. Troubleshot hardware, software, and system-related issues efficiently to minimize disruption.

Supported IT operations through ServiceNow ticketing systems and assisted with the resolution and tracking of user support requests.

Bachelor of Science (Hons) in Computer Science.

Diploma in Information Technology.