Responsibilities

• 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.
• Strong troubleshooting skills covering EUC, Windows OS, M365, basic network connectivity & collaboration tools.
• 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.