Senior IT Engineer - Technical Support

• Deliver Level 2 technical support for end-user devices, applications, and enterprise systems at Wisma Genting, KL.

• Resolve complex hardware, software, and network issues that cannot be addressed by the Service Desk.

• Provide dedicated support to VIPs, executives, and client-facing teams, ensuring minimal disruption to business operations.

• Troubleshoot and resolve issues related to:

• Windows/macOS desktops and laptops

• Mobile devices (iOS/Android)

• Microsoft 365 suite (Teams, Outlook, SharePoint, OneDrive)

• Networking, Security application and printer

• Handle PC imaging, configuration, and deployment for new hires, refresh cycles, and project rollouts.

• Maintain and update standard operating environment (SOE) images, ensuring compliance with Genting's IT policies.

• Manage patching and deployment processes using tools such as WSUS, SCCM, or Intune to ensure systems remain secure and up to date.

• Manage user accounts, permissions, and security policies in Active Directory and related identity platforms.

• Oversee IT asset management, including inventory tracking, lifecycle management, and compliance with Genting's asset policies.

• Provide support and standby coverage for meeting rooms and conference equipment, ensuring smooth operation of AV systems, video conferencing tools, and presentation setup.

• Handle secure disposal and data wiping of retired IT assets in compliance with Genting's data protection and cybersecurity standards.

• Coordinate with infrastructure, networking, and application teams to resolve systemic issues.

• Update document incidents, resolutions, and best practices to enhance the IT knowledge base.

• Support IT projects, system rollouts, and upgrades across Genting properties.

• Provide training, mentoring, and guidance to junior support staff.

• Ensure compliance with Genting's IT governance, cybersecurity, and data protection policies.

• Degree in Information Technology, Computer Science, or related discipline.

• 3-5 years of IT support experience, with at least 2 years in Level 2 or senior support roles.

• Strong knowledge of Windows/macOS operating systems, Microsoft 365 troubleshooting (Teams, Outlook, SharePoint, OneDrive), and enterprise collaboration tools.

• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN).

• Experience with PC imaging, patching and deployment tools.

• Excellent communication skills with the ability to support VIPs and client-facing teams professionally.

• Strong problem-solving skills and ability to work under pressure in a fast-paced environment.

• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.

• Experience with endpoint management tools (Intune, WSUS).

• Exposure to hospitality systems (POS, booking, ticketing platforms).

• Knowledge of cybersecurity best practices and compliance frameworks.

• Familiarity with cloud platforms (M365) is an advantage.

• Exceptional customer service orientation with a focus on delivering premium support.

• Strong interpersonal skills and ability to communicate technical concepts clearly.

• Proactive, adaptable, and able to manage multiple priorities.

• Team player with mentoring capabilities and a continuous improvement mindset.

Genting