Role Overview:

Supports the SEA IT Service Department by delivering onsite IT support, driving local IT initiatives, and ensuring alignment between business needs and IT services. The role combines hands‑on technical responsibilities with business‑facing coordination to enhance service delivery, system compliance, and user experience.

Key Responsibilities:

IT Onsite Engineer Scope

Provide Level 1 and Level 2 technical support to end users.
Troubleshoot hardware, software, network, printer, and mobile device issues.
Install, configure, and maintain end‑user devices and software.
Ensure IT security and compliance standards are met.
Perform preventive maintenance on IT equipment.
Manage local asset inventory.
Support meeting room technology and company mobile device setup.
Maintain patch compliance above 95%.
Manage local printers and related services.
Maintain customer satisfaction above 97%.
Keep ticket backlog below 1%.
Participate in IT projects and cross‑functional initiatives.
Perform other duties as assigned.

ITS Business Partner Scope

Act as the primary interface between local business teams and IT.
Understand business needs and translate them into IT requirements or enhancements.
Support the coordination of regional and global IT projects at the local level.
Ensure IT services delivered onsite meet business expectations and SLAs.
Facilitate communication between business stakeholders and IT service teams (USS, Infrastructure, Application, Cybersecurity).
Identify opportunities for process improvement, automation, and standardization.
Provide insights to IT leadership on local IT performance, user experience, and service gaps.
Support change management and user adoption for new IT solutions.
Monitor service delivery, escalate chronic issues, and ensure continuous service improvement.

Required Qualifications:

Strong background in user support and customer service.
Experience with software deployment and patching (SCCM preferred).
Proficiency with O365, Windows 11, MS Office, mobile devices, and antivirus tools.
Basic understanding of Windows Server (2016/2019/2022), Exchange, and Active Directory.
Hardware troubleshooting expertise.
Experience supporting or coordinating IT projects.
Ability to work independently and in teams.
Strong communication and stakeholder‑management skills (advantage for ITS BP role).
Ability to analyze data and generate reports.
Good English communication (advantage).
Positive attitude, initiative, and continuous‑improvement mindset.
Willing to travel to various sites within Malaysia - Bangsar, Shah Alam, Port Klang, Balakong, Perak and Johor.

Information Technology Support Specialist