Senior IT Support

A&I IT is an essential department of Ant Internationals internal collaboration and operation. We are responsible for internal technical support for employees and office IT infrastructure including but not limited to IM tool, VPN, A&V devices, network, livestream, assets management etc. We promote the organization to upgrade and improve business collaboration and operational efficiency; we are the important backend supporter for all business departments of the company.

As a team member, you will work cross-functionally to support our international business and users in KL, Malaysia, and different locations across SEA countries, support office IT infrastructure, provide IT services and IT assets management; manage regional projects such as hardware/software upgrade project and company-wide project support e.g. Double 11, business-specific project e.g. global user experience improvement; involve in global Merge & Acquisition integration projects working on cross-function collaboration from different business units in different continents, etc.

• Provide 1st and 2nd level IT support, including desktop-related technical assistance via telephone, ticketing systems, email, and instant messaging tools.
• Support VIP/VVIP users with desktop and event-related technical assistance.
• Assist with events and video conferences, including troubleshooting and break-fix support.
• Support and troubleshoot desktop technologies and applications, such as Microsoft Office.
• Understand general concepts of reporting and dashboard creation.
• Communicate proactively with senior executives, ensuring quick resolutions and clear follow-up plans.
• Quickly learn new technologies and apply data-driven approaches to problem-solving.
• Ensure proper documentation, notification, tracking, and follow-up of all incidents.
• Team management experience, preferably in cross-country or multicultural environments.
• Passionate, high-performing, quick learner, and willing to take ownership.

Job requirements:

• 8+ years of relevant working experience in large enterprise companies
• Bachelor degree in computer science or any relevant majors
• Strong knowledge in User & VIP Support and ITIL methodology
• Proven ability of project management
• Strong communication skills with different department and stakeholders
• Fluent in English, Mandarin will be added advantage

Preferred Requirements:

• Familiar with video & audio principle and techniques in livestream support