The Resident Engineer provides on-site End-User Services (EUS) support to ensure stable, secure, and efficient IT operations within the Nestl\u00e9 environment. The role focuses on hands-on desktop support, asset lifecycle management, and adherence to Nestl\u00e9 IT standards, security policies, and SLA commitments.<\/p>\n\n\n\n
Key Responsibilities<\/strong><\/p>\n\n\n\n End-User & Desktop Support<\/strong><\/p>\n\n\n\n \u00b7 Provide on-site Level 1 \/ Level 2 support for end-user devices including laptops, desktops, monitors, printers, mobile devices, and peripherals<\/p>\n\n\n\n \u00b7 Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in accordance with agreed SLAs<\/p>\n\n\n\n \u00b7 Support Windows OS, Microsoft 365, standard Nestl\u00e9-approved applications, and endpoint security tools<\/p>\n\n\n\n Incident, Request & SLA Management<\/strong><\/p>\n\n\n\n \u00b7 Log, update, and resolve incidents and service requests via the designated ITSM tool<\/p>\n\n\n\n \u00b7 Prioritise and manage tickets according to severity, impact, and urgency<\/p>\n\n\n\n \u00b7 Escalate unresolved issues to regional or global support teams when required<\/p>\n\n\n\n Asset & Lifecycle Management<\/strong><\/p>\n\n\n\n \u00b7 Perform asset tagging, inventory tracking, and reconciliation in line with Nestl\u00e9 asset management policies<\/p>\n\n\n\n \u00b7 Support device refresh, deployment, relocation, and decommissioning activities<\/p>\n\n\n\n \u00b7 Maintain accurate asset records and support periodic audits<\/p>\n\n\n\n User Onboarding & Offboarding<\/strong><\/p>\n\n\n\n \u00b7 Prepare, configure, and hand over IT equipment for new joiners<\/p>\n\n\n\n \u00b7 Support user offboarding activities including device collection and access coordination<\/p>\n\n\n\n \u00b7 Ensure compliance with Nestl\u00e9 security and data protection standards<\/p>\n\n\n\n Site & Operational Support<\/strong><\/p>\n\n\n\n \u00b7 Provide hands-on support for activities requiring physical presence (desk moves, site moves, hardware replacement)<\/p>\n\n\n\n \u00b7 Support local projects such as office moves, refresh programs, and infrastructure upgrades<\/p>\n\n\n\n \u00b7 Coordinate with facility teams, vendors, and service providers where required<\/p>\n\n\n\n Compliance, Security & Documentation<\/p>\n\n\n\n \u00b7 Adhere strictly to Nestl\u00e9 IT policies, security standards, and compliance requirements<\/p>\n\n\n\n \u00b7 Follow standard operating procedures (SOPs) and change management processes<\/p>\n\n\n\n \u00b7 Prepare operational reports, handover notes, and service documentation as required<\/p>\n\n\n\n <\/p>\n\n\n\n Transition & Training<\/strong><\/p>\n\n\n\n \u00b7 Participate in transition and knowledge transfer activities prior to service commencement<\/p>\n\n\n\n \u00b7 Attend mandatory Nestl\u00e9 training, security briefings, and compliance sessions<\/p>\n\n\n\n \u00b7 Support service stabilisation during go-live and early operational phases<\/p>\n\n\n\n <\/p>\n\n\n\n Required Qualifications & Experience<\/strong><\/p>\n\n\n\n \u00b7 Diploma or Degree in Information Technology or related discipline<\/p>\n\n\n\n \u00b7 Minimum 2\u20135 years of experience in on-site desktop \/ field support roles<\/p>\n\n\n\n \u00b7 Strong hands-on experience with Windows OS, Microsoft 365, and endpoint devices<\/p>\n\n\n\n \u00b7 Familiarity with ITSM tools and SLA-driven service environments<\/p>\n\n\n\n \u00b7 Good communication skills and professional customer-facing manner<\/p>\n\n\n\n <\/p>\n\n\n\n Preferred Skills<\/strong><\/p>\n\n\n\n \u00b7 ITIL Foundation certification<\/p>\n\n\n\n \u00b7 Experience supporting large enterprise or multinational environments<\/p>\n\n\n\n \u00b7 Experience working under strict SLA, compliance, and audit requirements<\/p>","protected":false},"template":"","duty-stations":[87],"recruitment-sector":[24],"class_list":["post-17241","careers-job","type-careers-job","status-publish","hentry","duty-stations-malaysia","recruitment-sector-it"],"acf":[],"_links":{"self":[{"href":"https:\/\/mtscloud.com\/jp\/wp-json\/wp\/v2\/careers-job\/17241","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mtscloud.com\/jp\/wp-json\/wp\/v2\/careers-job"}],"about":[{"href":"https:\/\/mtscloud.com\/jp\/wp-json\/wp\/v2\/types\/careers-job"}],"wp:attachment":[{"href":"https:\/\/mtscloud.com\/jp\/wp-json\/wp\/v2\/media?parent=17241"}],"wp:term":[{"taxonomy":"duty-stations","embeddable":true,"href":"https:\/\/mtscloud.com\/jp\/wp-json\/wp\/v2\/duty-stations?post=17241"},{"taxonomy":"recruitment-sector","embeddable":true,"href":"https:\/\/mtscloud.com\/jp\/wp-json\/wp\/v2\/recruitment-sector?post=17241"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}