IT Service Desk Engineer


Senai, Johor- Malaysia


To provide an excellent Service Desk and Desk Side support service to local users as well as user from S.E.A region either onsite of offsite.

Market Overview

In 2000, Dyson moved production from Malmesbury to Malaysia to be closer to our supply chains and open up international growth. The small team of 10 has now grown to almost 1,200 – forming Dyson’s second biggest global hub. Located in the exhilarating industrial heart of Johor, it’s also home to RDD, IT, operations,  finance, creative and HR.
The RDD facility is central to our plans to launch 100 new machines in the next four years. To meet these ambitions, we recently expanded the site to 30,000m², with 50 advanced technology labs and 700 new engineers. In the Dyson world, there’s no more exciting place to be.

Function Overview

Our Service Desk provides desktop IT support for 2,500 Dyson people at our Malmesbury HQ and across Europe. First to work each day, we ensure systems and conference facilities are up and running. After that, things get interesting. The day can bring anything from setting up equipment to troubleshooting. Work is fast-paced, with opportunities to use the latest technologies and develop cutting-edge skills. But we wouldn’t have it any other way. We understand the importance of our service. And, no matter how busy, we always find a way to solve Dyson’s most pressing problems.


This is what you need to do:

Main Accountabilities and Supporting Activities:

  • To provide an excellent Service Desk and Desk Side support service to local users as well as user from S.E.A region either onsite of offsite.

  • Quickly identify and resolve incidents with all of Dyson’s end user computing services including Desktops/Laptops, printing, phones, conferencing, mobile services, and corporate software support (email, remote access solution, Microsoft office etc.)

  • Manage and complete standard change requests’ including PC/Laptop builds, new user configuration, and software installations.

  • Contribute to the knowledgebase for the service – writing new articles and updating existing ones to ensure maximum resolution efficiency of incidents and changes.

  • Contribute to asset management activities including auditing, proactive resolution of audit issues, inventory management, and asset tagging.

  • Hardware support and problem resolution of primarily Dell desktop PC’s and laptops.

  • IT project support and implementation of end user computing projects (e.g. Windows version upgrades, hardware refresh activities).

  • Assist in the service take on process as projects are handed over to the service desk for on-going support.

  • Participate in problem management activities regarding the end user computing environment.

  • Processes and Work Instructions: Contribute updates and improvements to key service desk documentation and training material.

  • Any other duties as required for the service.

  • Required to record, log and progress user requests.


This is what you need to have:

  • Minimum 2 years hands-on experience supporting end user IT services within a large organisation.

  • HS, advanced diploma or equivalent in information systems, computer science.

  • Solid, proficient incident and problem diagnosis skills in a range of system types and applications.

  • Understanding of Ethernet, TCP/IP, DHCP, DNS, firewalls and VPN technologies, preferably Microsoft UAG.

  • Solid understanding and experience of Windows 7/Windows 8/Windows 10 Desktop/Laptop Support and Configuration.

  • Solid understanding and experience of Office 2010 or newer.

  • Exposure to Windows 2008 Server and Windows Exchange 2010 Server.

  • Wireless networking (ideally Cisco Wireless Networking).

  • Experience of supporting Tablet/Hybrid devices.

  • Experience of supporting Apple IOS devices.

  • Working Knowledge of Active Directory and Security.

  • Prior experience with working with any Avaya telephone/voicemail systems.

  • ITIL Awareness.

  • Installing and configuring network Printers (FujiXerox or HP).

  • Understanding Antivirus Software (Symantec).

  • Exposure to Encryption Software (Pointsec).

  • CAD Hardware Support (Dell).

  • Exposure to MS Lync.    

  • Microsoft Certified

  • Exposure to IP Phone solutions (Avaya Systems).

  • Exposure to SCCM.

  • Exposure to the Apple Mac environment.

  • Previous exposure to Microsoft Terminal Services.

  • Driven and committed individual with focus on customer service and resolution quality.

  • Excellent written and spoken communication including presenting complex IT issues in non-technical language; and communicating with users with differing levels of IT skills.

  • Problem-diagnosis skills in range of system types or applications; ability to quickly diagnose and troubleshoot problems on a variety of systems and applications.

  • Experience with the planning and execution of IT-related projects including communicating progress to all key parties.

  • Ability to work effectively with key Dyson hardware and software suppliers to ensure seamless service to our users.

  • Strong planning, collaboration & time management skills.

  • Ability to prioritise and manage workload.

  • Good verbal and written English language skills.

  • Sensitive to cultural differences across global company.

  • Ability to lift up to 50 lbs.

Benefits Overview

Dyson Malaysia monitors the market to ensure competitive salaries, bonuses and pension contributions. Beyond that, you’ll enjoy generous leave, a transport allowance and medical care and insurance. But financial benefits are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition.

Posted: 21-Feb-2017

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