Engineer V, IT User Supp

QUANTUM GLOBAL TECHNOLOGIES, LLC; Batu Kawan; On-site; MYR 60,000 - 75,000; Full time

Job summary

A semiconductor technology company in Malaysia is seeking an experienced IT Support Lead to oversee a dynamic team. The ideal candidate will have at least 4 years of IT support experience and strong leadership abilities. Responsibilities include managing IT services, providing technical support, and fostering team development in a fast-paced environment. This role values diversity and offers career growth opportunities.

Qualifications

• 4–5 years of IT support experience, including supervisory experience.
• Experience in manufacturing environments preferred.
• Ability to handle high-pressure situations.

Responsibilities

• Supervise IT Support Team and ensure high-quality service.
• Provide technical support for hardware and software issues.
• Manage user accounts and access controls.

Skills

Team leadership skills

Troubleshooting abilities

Proficient in Microsoft Office 365

Good documentation skills

Customer service orientation

Stress management skills

Education

Bachelor’s degree in Computer Science or Information Technology

ITIL Foundation certification

CompTIA A+/Network+ certifications

Tools

Microsoft Office 365

Windows 10/11

Active Directory

Job description

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT - as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success – join us today!

Key Responsibilities

• Team Leadership & Coordination
  • Supervise IT Support Team: Oversee daily activities of the IT support team, ensuring timely and high-quality service delivery.
  • Mentorship & Development: Provide coaching, training, and performance feedback to team members to foster growth and maintain high standards.
  • Workload Management: Assign tasks, manage priorities, and ensure balanced workload distribution across the team.
  • Escalation Handling: Act as the escalation point for complex technical issues and ensure resolution in a timely manner.
  • Reporting & Metrics: Track and report on support metrics, ticket resolution times, and team performance to management.
• Technical Responsibilities
  • Technical Support: Provide hands-on support for hardware, software, networks, and IT systems to local and global users.
  • Troubleshooting: Diagnose and resolve technical issues using appropriate tools and methodologies.
  • Hardware Maintenance: Install, configure, and maintain desktops, laptops, printers, and peripherals.
  • Software Management: Install, configure, and update operating systems, applications, and drivers.
  • User Account Management: Manage user accounts and access controls across systems.
  • Network Support: Assist with LAN/WAN setup, configuration, and maintenance.
  • Other Systems: Oversee support for door access systems, CCTV, and employee clocking systems.
  • Project Support: Lead or assist in IT-related tasks and projects assigned by local or corporate teams.
  • Documentation: Maintain accurate documentation of systems, procedures, and configurations.
  • Training & Education: Conduct training sessions and promote IT best practices among users.
  • Vendor Management: Coordinate with vendors for procurement, support, and maintenance of IT assets.
  • Continuous Improvement: Identify opportunities for process and service improvements and implement solutions.
  • Incident Management: Oversee ticket management, ensuring prioritization and timely resolution.
  • Policy Compliance: Ensure adherence to IT policies, security standards, and data privacy regulations.
  • Customer Service: Deliver excellent customer service with empathy, professionalism, and responsiveness.

Educational/Certification Requirements

• Minimum: Bachelor’s degree in Computer Science, Information Technology, or related field.
• Preferred: ITIL Foundation, CompTIA A+/Network+, Microsoft certifications (e.g., M365, Windows), or equivalent.

Experience Requirements

• Minimum: 4–5 years of IT support experience, including at least 1–2 years in a supervisory or team lead role.
• Preferred: Experience in manufacturing or cleanroom environments; familiarity with corporate IT operations.

Skills & Attributes

• Strong leadership and team coordination skills.
• Excellent troubleshooting and problem-solving abilities.
• Proficient in Microsoft Office 365, Windows 10/11, Server OS.
• Experience with desktop/laptop hardware and networked devices.
• Familiarity with Active Directory, LANs, VOIP, NAS/SAN, and print servers.
• Good documentation and organizational skills.
• Ability to work independently and manage multiple priorities.
• Customer-focused with a positive and professional attitude.
• Ability to handle high-pressure situations and demanding management expectations with professionalism and composure.
• Strong stress management skills and emotional resilience in a fast-paced environment.
• Willingness to respond to critical IT issues and emergencies outside of regular working hours.
• Physically able to walk extensively and carry IT equipment as needed.

At Ultra Clean Technology, we do not just welcome diversity - we celebrate it! Ultra Clean Technology is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under laws and regulations.