Responsible for operation and maintenance of IT support & services across Malaysia resolving EUC, system, and network-related issues in alignment with business continuity needs.
Provide Smart Hands support for all global IT towers (Network, Server, Security, Collaboration, etc.) as required to complete onsite physical interventions.
Install, configure, maintain & troubleshoot EUC devices including laptops, desktops, mobile devices, printers, and collaboration equipment across Malaysia.
Own end-to-end ticket management using ServiceNow including remote diagnosis, communication, documentation, vendor/MSP coordination where required, and final closure accountability.
Manage the entire EUC asset lifecycle across Malaysia: allocation, deallocation, dispatch, retrieval, relocation, data sanitization, compliance reporting, and provide accurate inputs to the IT Asset Management team ensuring audit-grade accuracy.
Support end-user onboarding and offboarding with HR and Facilities, including account provisioning/deactivation, asset fulfilment/return and record accuracy.
Ensure EUC asset security compliance including Microsoft patching and policy adherence.
Provide white-glove IT support for the Executive Leadership Team within Malaysia.
Support AV/VC systems and collaboration spaces to ensure seamless meeting experiences.
Maintain strong stakeholder coordination with HR, Finance, Facilities, Leadership & MSP partners to ensure high user satisfaction.
Collaborate continuously with global EUC teams and contribute towards operational knowledge improvement and alignment.
Basic Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum 5+ years of hands-on IT support experience in a corporate environment.
Mandatory: Proficiency in ServiceNow (or similar ITSM platform) and Active Directory for account/device administration.
Ability to independently diagnose and resolve issues while maintaining ticket ownership through closure.
Good understanding of corporate IT infrastructure, components, communication flow, and escalation models.
Strong business communication skills in English both verbal and written with clear ability to interact professionally in a multinational corporate hierarchy.
High customer service orientation with proactive coordination across IT towers, MSPs, and business stakeholders.
Strong organizational skills with ability to manage priorities, deadlines, and ownership without close supervision.
Good understanding of IT asset lifecycle and compliance expectations including data protection and security governance.
Demonstrated ability to provide white-glove support to senior leadership or VIP users.
Ability to work independently onsite as the sole IT representative for the country, with high accountability and integrity.
Preferred Characteristics:
ITIL Foundation certification.
ITIL Foundation certified.
Experience working with ServiceNow or similar enterprise ITSM suite.
Familiarity with Endpoint Management tools (e.g. Intune, SCCM, JAMF).
Basic understanding of network switching & Wi-Fi troubleshooting.
Ability to support executive/VIP users with professionalism & discretion.
Experience in vendor/MSP coordination within a global IT environment.
Strong stakeholder communication skills across corporate hierarchy.
Exposure to audit & compliance activities in IT operations.
