Engineer (Wintel/VMware)

Engineer (Wintel/VMware)

Thomas Duryea Logicalis Asia Pacific MSC Sdn Bhd
3 - 7 Years
824534 - 1195574 MYR

Job Description


Our service centre is the first point of contact for both internal and external managed service customers. Our Managed Services Portfolio covers a range of ICT services from the Endpoint, to the Data Centre. It tailors a solution that meets the demands of our customers and deliver outcomes aligned with their business and IT strategies. As such the Service Centre team is required to resolve a high percentage of calls on first contact, accurately document and escalate within SLA where appropriate. Be accountable for user satisfaction through excellent and consistent service.

As an Engineer, you will provide support for all technology issues and requests that are escalated by the service desk analysts. You will ensure customer service level agreements are met and provide a single point of contact for ownership of escalated requests and incidents.
Your core responsibilities will consist of:

  • Provide technical support by remote diagnostics, troubleshoot, check for customers incidents and resolve within the agreed SLAs.
  • Ensure all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in agreed hours;
  • Customer focus providing consultancy to business clients regarding availability, capacity, continuity of assigned technologies and functionality of services;
  • Resolve incidents and requests within Service Level Agreements (SLA);
  • Escalate to 3rd party support / vendors where appropriate;
  • Escalate to Major Incident Management if necessary
  • Pro-actively identify, analyze and resolve problems to optimize systems and minimize risk, document workarounds and implement changes as and when required.
  • Maintain availability capacity and continuity of assigned technologies;
  • Implement authorised changes;
  • Diagnosing issues and provide solutions, utilising knowledge entries where possible, to achieve SLA's;
  • Daily backups and media actions performed as per SLA;
  • Produce KBAs to enable the Service Desk Analysts to close more cases;
  • Ensuring accurate and comprehensive notes are entered into the ITSM tool for each event managed;
  • Maintaining accurate ICT spares inventory;
  • Re-image / re-build & patch equipment as necessary;
  • Ability and willingness to assist team members by occasionally working outside the standard working hours or designated shift; and
  • Other duties as required.


  • Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
  • Required language: English (Fluent in speaking and writing)
  • At least 4 year(s) of working experience in the related field is required for this position.
  • MUST be able to work SHIFT in Cyberjaya (Rotational shift including weekends)
  • Preferably Engineers specializing in Wintel or VMware or Hyper-V .
  • Exposure to the following vendors EMC, Cisco, NetApp, Microsoft, VMWare, HP Storage, Linux, Commvault and SCCM would be an advantage
  • Understanding of Change Management Methodologies.
  • Exposure to, and understanding of Cloud and as-a-Service computing platforms.
  • Industry certification with one or more of the following certifications; MCSA, MCSE, MCITP, or COMPTIA
  • ITIL Foundation certification or above.
  • 2 Full-Time position(s) available.

We have a pantry stocked with milk, cereals, biscuits, bread, peanut butter and coffee all day long. We are fun-filled with social activities like PS4 competition, quarterly teambuildings, festive lunches, weekly Thursday Food Surprise and foosball to destress yourself. Parking is also free.
Thomas Duryea Logicalis is an Equal Employment Opportunity employer. Qualified applicants will be considered for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status or disability status. Recruitment agencies may not submit resumes/CVs through this website, LinkedIn, job boards or directly to managers. Thomas Duryea Logicalis will not accept any unsolicited agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with Thomas Duryea Logicalis.

Thomas Duryea Logicalis (TDL) is a division of the Logicalis Group, a global IT Solutions Integrator who employs 5,800+ staff, across 65 locations worldwide. Thomas Duryea Logicalis is the formation of powerhouse organisations, Thomas Duryea Consulting and Logicalis Australia. Collectively, the integrated organisation has a proud 19-year heritage in solution integration and is widely recognised as one of Australia's leading professional services, managed services and ICT companies.

People, partnerships and technology are at the core of our foundation. Our commitment to deliver capabilities that inspire change and drive digital transformation is harnessed through innovation, diversification, and a culture that delivers exceptional customer outcomes. We partner with the industry's best to reinforce our service capability, counting some of the highest level of vendor partnerships in our portfolio, including Citrix #1 APAC partner, Dell's largest AU partner and the partner of choice across several Cisco, Microsoft and Ivanti disciplines.

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