Company Description
AirBorneo is more than just an airline; it serves as a vital link connecting people, cultures, and communities across Borneo and the surrounding region. Rooted in the heart of the island and inspired by its rich heritage, AirBorneo is committed to its mission of bringing the spirit of Borneo to its passengers. Guided by the promise Borneo for You, the airline strives to provide a bridge to this vibrant and diverse land. Join a team dedicated to creating meaningful connections and delivering exceptional service.
Job Description
Position Title: Executive, IT Helpdesk & Support - KUL
Department: IT Operations & Infrastructure Management
Unit: IT Helpdesk & Support, KUL
Reports To: Manager, IT Helpdesk & Support - KUL
Location: AirBorneo Airways Office, KL International Airport (KLIA) Terminal 1 (T1)
Position Overview
This is a full-time on-site role for Executive, IT Helpdesk and Support - KUL position located in KLIA T1. The role will be responsible for the day-to-day operations of IT technical support services across AirBorneo's KLIA-based facilities. This role ensures that regional staff and airport operations receive high-performing, responsive, and resilient technical assistance. The position provides support for the regional service desk governance and incident management, coordinating closely with other IT sister departments and units based at AirBorneo HQ in Kuching, Sarawak, to support AirBorneo's 24/7 global airline operations.
Key Responsibilities
A) Support & Service Delivery
- Execute the roadmap for the regional support desk and the optimization of end-user services.
- Follow defined service level standards, incident response protocols, and escalation patterns from HQ.
- Ensure regional support structures meet airline-grade reliability, maintaining business continuity for critical airport desk operations.
B) Regional IT Operations
- Provide technical support operations across at KUL T1, managing hardware (Laptops/Desktops), peripherals, and local office infrastructure.
- Oversee local area networking issues, including Wi-Fi connectivity, VPN troubleshooting, and local printing services.
- Provide local user access requests and hardware provisioning to ensure compliance with the principle of least privilege.
C) Resource & Asset Management
- Follow established practices to monitor, analyze, and optimize regional IT asset spend.
- Enforce and implement IT HQ asset tagging policies and inventory audits to ensure maximum ROI on hardware investments.
- Provide monthly service performance reports and equipment lifecycle forecasting to IT Leadership.
D) Automation & Process Improvement
- Drive the adoption of IT self-service portals and automated ticketing workflows to ensure repeatable and efficient support.
- Support regional deployments by providing on-site assistance and automated software distribution hooks for IT Application teams.
- Coordinate with IT HQ to implement automated system updates and remote troubleshooting policies.
E) Compliance & Data Security
- Partner with the IT Security team to implement endpoint security and threat protection.
- Ensure all regional workstations and user data handle comply with regulatory requirements and standards, such as Cyber Security Act 2024 (Act 854), PDPA 2024, etc, and internal security hardening standards.
- Manage local backup procedures for critical regional workstations.
F) Vendor & Regional Service Management
- Manage relationships with local hardware vendors and third-party technical maintenance partners in Peninsular Malaysia, SIN & CGK.
- Review service updates from vendors to assess impact or improvement opportunities for regional offices.
- Monitor and enforce vendor Service Level Agreements (SLAs) for on-site repairs and maintenance.
G) Governance
- Govern IT resources through the enforcement of HQ IT policies and hardware standards.
- Maintain comprehensive technical documentation and a regional IT service catalogue.
Qualifications & Experience
Required
- Bachelor's degree in IT, Computer Science, or a related field.
- 3 – 5 years of experience in IT Support, with at least 3 years dedicated to Helpdesk/Service Desk Operations.
- Good technical expertise in Enterprise Service Management tools (e.g., ServiceNow, Jira Service Management), Windows/macOS/Mobile OS administration and endpoint management, and active Directory/Office 365 administration.
- Experience working in high-pressure, 24/7 technical support environments.
Preferred
- Experience with multi-site regional support and remote management tools.
- Knowledge of ITIL frameworks and customer service metrics (CSAT/NPS).
- Relevant certifications such as ITIL Foundation or Intermediate Certification, CompTIA A+ or Network+, Microsoft 365 Certified: Endpoint Administrator Associate, Apple Certified Support Professional (ACSP), etc.
