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Senior Service Desk Engineer – Customer Experience


Cegal is expanding to become a leading technology powerhouse for the Energy Industry in Asia.


We are experiencing a massive growth in our Cloud Operations, Customer Support Department for a large-size Energy company in the region and are looking for new colleagues for our Kuala Lumpur office. Come join us!


Cegal is a global technology powerhouse, specialized in energy and dedicated to enable a more sustainable future. Now we are looking for candidates to fill the position as our Senior Service Desk Engineer.


About the job
Our Senior Service Desk Engineer are the lead contact for our Service Desk team. The primary role is to manage the Dispatch and Escalation points and to ensure that all tickets in our ITSM tool are appropriately solved or passed further to the appropriate technical teams.


The ideal candidates would have a keen interest in IT and be eager to learn and grow with our team.


Your work tasks and responsibilities:

  • Manage requests and incidents through various channels such as our Service Management System, phone, chat, and email.
  • Troubleshooting, debugging, and problem solving for first- and second-line support
  • Access Management (ITIL)
  • Tasks related to optimization and improvement
  • Documentation – Creation/maintenance of knowledge articles
  • Participate in internal project work when required
  • Work with other teams/departments when required


Who you are?

  • Higher education in IT, software engineering or computer science. Relevant experience/skills may compensate for lack of formal qualifications.
  • Service-oriented and committed
  • Effective communicator
  • Ability to deliver a high level of quality and customer experience
  • Ability to manage multiple tasks simultaneously
  • Cooperative skills
  • Engaged, creative, determined, and responsible
  • A team player and contribute to knowledge transfer and competence development
  • An automation and standardization mindset
  • Curious and fast learner, particularly with regards to new technologies
  • Good written, oral, and interpersonal communication skills
  • Strong oral and written English is required with Malay language skills being an advantage.


Good to have but not required skills:

  • Good technical knowledge in several disciplines: Microsoft Azure, Azure Active Directory, Hybrid Cloud, Office 365, Cloud services, Windows server, Windows 10, Secret server, Citrix, RDS, Exchange, TCP / IP / WIFI / WLAN and Active Directory
  • 5+ years experience from Service Desk / Help Desk (or other similar & relevant support)


Who we are? 
In Cegal you will find an Inclusive and social work environment, where you will experience being seen, heard, and appreciated. We also believe diversity develops a creative and innovative working environment. You will be part of a company with competent and committed colleagues who are Super Skilled in their fields. We share our knowledge, invest in competence development, and collaborate with colleagues across departments and countries to innovate, and deliver business value to our customers. We are Fuss-fighters and passionate problem solvers who help our customers turn complex problems into smart solutions.  

Why us? 
At Cegal, we recognize that work is about more than competitive compensation and career opportunities. It's also about connecting people, building relationships, and creating purpose. We believe that this is exactly what happens in Cegal, and the reason for that is a mix of: 


  • Exciting and challenging tasks 
  • Innovative and agile work environment 
  • International and diverse teams 
  • Time in your workday to grow, develop professionally and build new competence 
  • Flexibility that gives you a work-life balance  
  • Social clubs, Network of Excellence communities and exciting events  

Does this opportunity trigger your curiosity? 
Send us your CV and application where you describe why we are the place for you, and why you are the one for us!  

About the hiring process: 
We evaluate applications as we receive them and will interview candidates continuously to ensure that the process runs smoothly and efficiently for both you and us. 
Please expect some delays in feedback from the hiring team, due to the holiday season.

Kuala Lumpur, Malaysia


Please feel free to contact me about the position: 

Omar Virguez, Managing Director, Middle East & Asia
Call me on +971 528 811 129 (Dubai, UAE)




Paul Brandvold, Manager Customer Experience 

Call me on +47 455 16 791 (Stavanger, Norway)



Bjørnar Tveit, Manager - Customer Support  
Call me on +47 943 23 931 (Stavanger, Norway)


About Cegal  
Delivering leading industry software, world-class consulting, and mission critical cloud solutions, we are shaping the digital future. With more than 850 employees in 9 countries, we are growing to become a leading global technology company for the energy industry. 

Our people and culture are the cornerstone of our company. We believe diversity is a key to a creative and innovative environment. Cegal is represented by close to 40 nationalities, encompassing different cultures and backgrounds. We empower people, embrace diversity, and encourage new ways of thinking.  

We can’t wait to hear from you and explore a common future. 

This is a direct company recruitment. We will not accept applications or candidates via employment agencies. As a candidate you will need to have a valid working visa for Malaysia. Cegal does not offer visa sponsorships.