IT Engineer

Tecan CDMO Solutions PN Sdn. Bhd.; Seberang Perai; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading IT service provider in Malaysia is seeking a skilled IT Support Specialist to oversee Level 1 and Level 2 IT support for daily operations. This role involves managing IT infrastructure, ensuring system backups, and troubleshooting technical issues across a range of services. Ideal candidates should have a diploma with relevant experience or a degree without prior experience. Strong communication skills and the ability to work collaboratively are essential. This position offers opportunities for growth and requires commitment to excellence.

Qualifications

• Minimum of five years of relevant working experience or a degree holder.
• Hands-on experience with Windows operating systems and MS Office.
• Ability to troubleshoot network connectivity and printer issues.

Responsibilities

• Oversee Level 1 and Level 2 IT support and availability of IT infrastructure.
• Install and configure IT hardware, services, and settings.
• Act as the first point of contact for IT incidents and service requests.

Skills

Resourcefulness in IT / IS solutions

Familiarity with IT / IS systems, processes, and policies

Hands-on technical and specialist IT skills

Ability to improve IT services and support effectiveness

Certified or skilled in various IT technical competencies

Education

Diploma with a minimum of five (5) years of relevant working experience

Degree holder with no prior working experience

Job description

To oversee and administer Level 1 and Level 2 IT support and ensure the availability of IT infrastructure to support daily business operations. This role is responsible for systems, servers, storage, backup, and recovery, with strong knowledge and troubleshooting skills in IT administration and helpdesk support. The position requires effective coordination with end users, internal support teams, vendors, and the Information Systems team to meet departmental and company objectives and KPIs.

Job Summary

To oversee and administer Level 1 and Level 2 IT support and ensure the availability of IT infrastructure to support daily business operations. This role is responsible for systems, servers, storage, backup, and recovery, with strong knowledge and troubleshooting skills in IT administration and helpdesk support. The position requires effective coordination with end users, internal support teams, vendors, and the Information Systems team to meet departmental and company objectives and KPIs.

Key Duties

• Install new or rebuild existing IT infrastructure and configure hardware, peripherals, services, settings, and storage in accordance with company standards and project or operational requirements.
• Ensure all required file systems and system data are successfully backed up and available for restoration when required.
• Coordinate repair and recovery of IT infrastructure and devices impacted by failures, and communicate effectively with affected parties.
• Act as the first point of contact for IT incidents and service requests via ticketing system, phone, email, or walk-in.
• Log, categorize, prioritize, and resolve IT tickets in accordance with defined Service Level Agreements (SLA).
• Provide basic troubleshooting support for Windows operating systems, MS Office / Office 365, email, VPN, network connectivity, printers, scanners, and other peripherals.
• Perform user account administration including Active Directory (AD) / Azure AD password resets, access provisioning and de-provisioning, and support for joiners, leavers, and movers (device setup and access requests).
• Escalate unresolved or complex issues to Level 2 support with proper documentation.
• Provide on-site “Smart Hands” support when required.
• Refer major hardware or software issues and defective products to vendors for service and resolution.
• Gather requirements and work collaboratively with internal teams to optimize workflow processes.
• Maintain IT application licenses, documentation, policies, manuals, and asset records.
• Source and prepare purchase requisitions (PR) for IT equipment and maintain inventory records.
• Provide occasional IT support or maintenance during odd hours, weekends, or public holidays, and attend to ad-hoc tasks as required.

Education

• Diploma with a minimum of five (5) years of relevant working experience; or
• Degree holder with no prior working experience required.

Key Skills

• Resourcefulness in IT / IS solutions.
• Familiarity with IT / IS systems, processes, and policies.
• Hands-on technical and specialist IT skills.
• Ability to improve IT services and support effectiveness.
• Certified or skilled in various IT technical competencies.

Non-Technical Attributes

• Strong communication and teamwork skills.
• Innovative, assertive, and responsible mindset.
• High level of self-discipline, drive, and commitment to excellence.
• Leadership competencies including decision-making and problem-solving.
• Strategic, analytical, and critical thinking abilities.
• Ability to manage shared value and demonstrate accountability.