IT Executive

Arvato Systems Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 95,000; Full time

Job summary

Arvato Systems Malaysia Sdn Bhd seeks an experienced IT support professional to act as the primary contact for IT incidents and service requests, ensuring timely resolution and SLA adherence. The role covers incident management, asset handling, and coordination with corporate IT teams in a Malaysia-based environment.

You will manage user accounts, perform backups, and assist with security enforcement, vulnerability remediation, and ISMS compliance activities as part of ongoing corporate IT

Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field preferred.
• Minimum 4 years or above working experience in the IT field.
• Familiar with incident management systems and ITIL framework practices.
• Effective communication skills with a customer-focused approach while maintaining and complying the ISMS standards and compliances.
• Ability to manage multiple priorities and work effectively under pressure.
• Possess continuous improvement and digitalization initiatives mindset.

Responsibilities

• Act as the primary point of contact for IT incidents and service requests via phone, email, and in-person.
• Log, prioritize, and assign incidents and service requests using Jira ITSM with proper documentation.

Skills

Incident management

Customer-focused communication

Problem ownership

Multi-priority handling

Digitalization mindset

Education

Bachelor’s degree in computer science or IT

Tools

Jira ITSM

Microsoft Teams Rooms

Job description

Act as the primary point of contact for all IT incidents and service requests, providing timely and professional support via phone, email, and in-person.

Log, prioritize, and assign incidents and service requests using Jira ITSM tool, ensuring accurate documentation and resolution tracking.

Take ownership of incidents, manage them through to resolution, and upscale to appropriate teams when necessary to ensure SLA compliance.

Technical Support, System and Network Administration, and Application Management:

Provide Level 1 and Level 2 support for laptops, standard applications, customized business application and IT infrastructure components.

Manage user accounts, permissions, access controls, and perform routine backups.

Troubleshoot and resolve issues related to network connectivity, infrastructure components (e.g. printers, access control systems, CCTV) and conduct root cause analysis for recurring problems.

Collaborate with corporate in managing network infrastructure including setup, installation and maintenance of network switches, wireless access points and controllers.

Lead in the setup, configuration, and support of Video Conferencing (VC) equipment including Microsoft Teams Rooms (MTR) and integrated VC solutions for meetings, events, and conferences.

Asset Management and Procurement:

Oversee the lifecycle of IT assets, including procurement, configuration, maintenance, and disposal.

Coordinate with vendors for quotations, purchase orders, and delivery logistics, ensuring compliance with contracts and budgetary constraints.

Maintain accurate records of licenses, contracts, and statutory compliance related to IT assets and services.

Security and Compliance:

Implement and enforce security policies and procedures to safeguard the company's IT infrastructure from cyber threats.

Monitor and maintain compliance with quality standards, service level agreements, and regulatory requirements.

Support Vulnerability Management activities by coordinating the remediation of identified vulnerabilities, following up with relevant stakeholders, and working with Corporate IT teams to ensure timely resolution.

Support ISMS audit activities, including audit preparation, evidence collection and coordination, follow-up of audit findings and corrective actions, and continuous compliance with ISO 27001 requirements.

Manage incident response initiatives in the event of a security breach or system failure.

Corporate IT Projects and Initiatives:

Actively participate in Corporate IT projects and initiatives, representing local IT and contributing to implementation, testing, rollout, and operational activities.

Coordinate with Corporate IT teams and local stakeholders to support the implementation of global IT solutions, standards, and initiatives within the local environment.

Track project activities, issues, dependencies, and required actions, and provide progress updates to relevant stakeholders.

Support the transition of completed Corporate IT projects into ongoing local IT operations.

Vendor and Partner Management:

Engage with vendors and partners to resolve technical issues related to hardware, software, and IT services.

Liaise with authorized service providers for warranty claims, replacements, and service maintenance.

Requirements:

Bachelor’s degree in computer science, Information Technology, or related field preferred.

Minimum 4 years or above working experience in the IT field.

Familiar with incident management systems and ITIL framework practices.

Effective communication skills with a customer-focused approach while maintaining and complying the ISMS standards and compliances.

Ability to manage multiple priorities and work effectively under pressure.

Possess continuous improvement and digitalization initiatives mindset.

High Integrity and demonstrate sound work ethics, promoting a professional and respectful work environment.

Demonstrate strong problem ownership by going beyond immediate issue resolution to identify underlying root causes, implement sustainable corrective actions, and prevent recurrence.

Data Protection Notice:

In accordance with the Personal Data Protection Act (PDPA) 2010, the personal information you submit will be used solely for recruitment and selection purposes related to this vacancy. Your data will be retained until the successful candidate has been hired and officially onboarded. Thereafter, unless you have provided explicit consent for us to consider you for future opportunities, your data will no longer be actively retained in our recruitment system in line with our data protection practices.