IT Engineer (Onsite / On-call / Dispatch)

Role Summary:

The IT Engineer will be responsible for delivering IT support services across multiple clients under different engagement models, including Onsite Resident Engineer, On-call/Dispatch Support, and AMC-based services.

Key Responsibilities:

Onsite Support (Resident Engineer)

• Provide daily onsite IT support at assigned customer locations
• Act as the first point of contact (L1/L2) for IT-related issues
• Ensure SLA compliance and customer satisfaction
• Maintain service logs, tickets, and documentation
• Perform user support, troubleshooting, and system maintenance
• Coordinate with internal teams for escalation

On-call / Dispatch Support

• Respond to service requests and incidents via dispatch or ticketing system
• Travel to customer sites for on-demand support
• Provide remote or onsite troubleshooting within SLA
• Submit service reports and closure documentation
• Track time, activities, and parts used

Technical Responsibilities

• Install, configure, and support end-user devices
• Support Windows and macOS environments
• Perform hardware diagnostics and repair
• Conduct preventive maintenance
• Support basic network connectivity
• Assist in IT infrastructure setup and projects

Service Operations & Compliance

• Follow service processes, SLA, and reporting standards
• Maintain accurate service logs and timesheets
• Ensure compliance with customer policies
• Provide clear communication to clients

Additional Responsibilities

• Support AMC contracts and maintenance visits
• Participate in standby / after-hours support if required
• Perform other IT-related tasks assigned

Requirements:

Experience & Skills

• Minimum 2–3 years experience in IT Support / Helpdesk
• Strong knowledge of Windows, macOS, and troubleshooting
• Experience in onsite or dispatch support preferred
• Familiar with ticketing systems is a plus

Certifications (Preferred)

• Microsoft Role-based Certifications or CCNA

Other Requirements

• Intermediate English communication
• Strong customer service and problem-solving skills
• Willing to travel for onsite/dispatch support

Benefits:

• Competitive salary + allowances
• 13th month salary + performance bonus
• Health and social insurance
• Annual health check
• 14 days annual leave
• Training and certification support
• Career growth opportunities