L2 Onsite Support Engineer

Location: Kuala Lumpur, Malaysia
Employment Type: 1-Year Contract
Hiring: On behalf of our client

About the Role

We are seeking an experienced L2 Onsite Support Engineer to provide onsite technical support across network infrastructure, data centre operations, end-user computing and endpoint management.

The role combines hands-on network troubleshooting, infrastructure monitoring, cabling and hardware support with desktop, laptop, mobile and Microsoft Intune support. You will work closely with L3 engineers, vendors and internal stakeholders to resolve incidents, maintain infrastructure health and ensure reliable IT operations across local sites.

Key Responsibilities

Network & Infrastructure Support

• Monitor critical network and infrastructure equipment using SolarWinds and other monitoring tools.
• Respond to network alerts and perform initial L2 investigation and triage.
• Troubleshoot switches, ports, wired/wireless connectivity and basic network issues.
• Perform approved network diagnostics, device health checks and connectivity testing.
• Trace, patch, label and maintain network cabling and port records.
• Perform approved device reboots, cable moves and hardware replacements.
• Collect logs and packet captures for escalation to L3 engineers.
• Provide onsite hands-and-eyes support to L3 teams, vendors and technology partners.
• Perform routine infrastructure health checks, firmware updates and preventative maintenance.
• Support root cause analysis, problem resolution and approved infrastructure changes.

Data Centre & Onsite Support

• Provide hands-on support for network and infrastructure equipment within data centre and office environments.
• Perform physical equipment, rack, cabling and power-redundancy checks.
• Support hardware break/fix, equipment replacement and decommissioning activities.
• Perform monthly and ad-hoc data centre patching in line with vulnerability management requirements.
• Maintain accurate asset, rack, cabling, port and infrastructure records.
• Support onsite vendor activities and infrastructure projects.

End-User & Endpoint Support

• Provide L2 technical support for desktops, laptops, mobile devices, printers and peripherals.
• Diagnose and resolve hardware, software and network connectivity issues.
• Configure, deploy, enrol and maintain laptops and company-managed mobile devices.
• Support Microsoft Intune for endpoint management and device compliance.
• Perform endpoint patching, updates and vulnerability remediation.
• Support software deployment, configuration and troubleshooting.
• Manage hardware lifecycle activities including provisioning, break/fix, replacement, asset tracking and disposal.
• Maintain local IT equipment inventory and assist with procurement of laptops, mobiles and peripherals.
• Provide onsite and remote support to end users and VIP users when required.

ITSM, Access & Documentation

• Log, manage and update incidents and service requests through the ITSM platform.
• Ensure tickets are accurately documented and resolved within agreed SLAs.
• Assist with user account creation, modification and deletion.
• Support access permissions and security group administration.
• Maintain technical procedures, asset records, knowledge articles and operational documentation.
• Escalate complex incidents to L3 teams, vendors or specialist support functions.

Project & Operational Support

• Provide onsite and remote support for infrastructure and IT projects.
• Assist with device rollouts, technology refreshes, migrations and infrastructure upgrades.
• Collaborate with L3 engineers, vendors and technology principals to resolve complex issues.
• Perform routine maintenance and other technical support activities as required.

Required Skills & Experience

• 5–10 years of experience in onsite field support, infrastructure support, network support or L2 IT support.
• Strong hands-on L2 troubleshooting experience in an enterprise environment.
• Experience responding to network monitoring alerts and performing initial triage.
• Good knowledge of network troubleshooting, including switches, ports, LAN/WAN, Wi-Fi and wired connectivity.
• Hands-on experience with network cabling, patching and physical infrastructure.
• Experience supporting data centre environments.
• Experience providing hands-and-eyes support to L3 engineers and vendors.
• Experience using ITSM/ticketing platforms such as ServiceNow, Jira or equivalent.
• Experience with SolarWinds or similar infrastructure monitoring tools.
• Strong desktop/laptop hardware and software troubleshooting experience.
• Experience with Microsoft Intune, endpoint management and device provisioning.
• Knowledge of endpoint patching and vulnerability management.
• Experience with asset management and hardware lifecycle processes.
• Good understanding of incident, problem and change management.
• Strong troubleshooting, communication and documentation skills.
• Ability to work independently onsite while collaborating with remote technical teams.

Preferred Qualifications

• ITIL certification or experience working within ITIL processes.
• CCNA, CCNP or other relevant networking certification.
• Experience with Cisco, Aruba, Juniper or similar networking technologies.
• Experience with Microsoft Entra ID / Active Directory.
• Experience supporting enterprise-scale or multi-site environments.
• Experience working with external vendors and technology partners.