IT Infrastructure Support Engineer

Mulpha; Selangor; On-site; MYR 55,000 - 85,000; Full time

Job summary

Mulpha is seeking an experienced IT generalist to provide end-user support for hardware, software, and collaboration tools. You will help users with device access, printing, video conferencing, and connectivity, while documenting investigations and solutions.

The role includes Level 2/3 troubleshooting, collaboration with regional IT teams, and occasional after-hours support to address critical incidents and maintenance needs. Travel to Johor sites may be required.

Qualifications

• Education in IT or equivalent practical experience.
• 3+ years of IT infrastructure, systems, network, or desktop support.
• Experience with ITSM/ticketing systems (e.g., ManageEngine).

Responsibilities

• Provide end-user IT support for hardware, software, networking, and collaboration tools.
• Resolve incidents via ITSM platform with timely escalation when needed.
• Collaborate with Australia IT team and Johor site for regional initiatives.

Skills

End-user support

Customer service

Communication

Troubleshooting

Education

Certificate/ diploma in IT or equivalent

Bachelor's degree in IT/CS (preferred)

Tools

Microsoft 365

Azure

Entra ID

Intune

AD/Active Directory

VPN and network basics

Job description

General IT and Business Technology Support:

Provide end-user support for IT-related issues, including hardware, software, business applications, printing, telephony, meeting room technology, video conferencing, and connectivity.

Support daily IT operations by assisting users with devices, system access, technology adoption, and service requests.

Manage and resolve IT requests through the IT Service Management (ITSM) platform, ensuring timely completion or escalation when necessary.

Maintain ownership of incidents and deliver excellent customer service through effective communication with users, vendors, stakeholders, and IT teams.

Provide occasional after-hours support for critical incidents, maintenance, or urgent business needs.

Collaborate closely with the Australia IT team on support activities, technical updates, and regional IT initiatives.

Travel to the Johor site as required to support IT operations, troubleshooting, maintenance, projects, and incident response.

Perform Level 2 and Level 3 technical troubleshooting for complex and escalated IT issues.

Diagnose and resolve problems related to users, devices, applications, identity management, authentication, and network connectivity.

Support and troubleshoot Microsoft 365, Windows, Active Directory, Entra ID, Intune, Conditional Access, MFA, VPN, Wi-Fi, DNS, DHCP, and endpoint security solutions.

Manage issues involving cloud application access, device registration, authentication processes, and hybrid identity environments.

Collaborate with internal teams, vendors, and service providers to resolve advanced infrastructure, application, and security incidents.

Maintain accurate documentation of investigations, solutions, workarounds, known issues, and permanent fixes to support knowledge sharing and continuous improvement.

Server, Network, and Cloud Environment Support:

Provide support for basic server administration, monitoring, and daily operations under senior IT guidance.

Manage and troubleshoot Active Directory, user accounts, groups, computers, Group Policy, file shares, print services, permissions, and server connectivity.

Support and resolve issues across LAN, WAN, Wi-Fi, VPN, DNS, DHCP, firewalls, routing, switching, VLANs, SD-WAN, and internet connectivity.

Diagnose connectivity problems involving sites, users, servers, cloud services, VPNs, and business applications.

Assist with network infrastructure maintenance, including switch ports, cabling, patching, access points, and hardware troubleshooting.

Utilize standard network troubleshooting tools such as Ping, Tracert, Nslookup, Ipconfig, logs, and monitoring dashboards.

Maintain accurate network documentation, site diagrams, IP address inventories, connectivity records, and escalation procedures.

Microsoft 365, Azure, and Identity Administration:

Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Microsoft Office.

Manage user accounts, including password resets, license assignments, onboarding, offboarding, and group membership administration.

Maintain and support Microsoft Entra ID users, groups, and identity-related configurations.

Troubleshoot authentication, Conditional Access, Intune-managed devices, cloud services, and access-related issues.

Assist users with Teams meetings, collaboration tools, mobile access, and digital workplace adoption initiatives.

Laptop, Device, and End-User Computing Support:

Configure, deploy, and provide support for Windows laptops, desktops, docking stations, monitors, printers, peripherals, and meeting room technology.

Prepare and set up devices for new employees, as well as manage device replacements, upgrades, and redeployments.

Maintain accurate IT asset inventories, equipment records, and device lifecycle tracking.

Support hardware repairs, warranty claims, endpoint security remediation, and overall equipment lifecycle management.

Documentation, Process Improvement, and Innovation:

Maintain accurate and detailed ticket updates, technical documentation, knowledge base articles, and resolution records.

Contribute to process improvements, standard operating procedures (SOPs), and continuous service enhancement initiatives.

Stay informed on emerging technologies, including AI-powered productivity and automation tools, and support their practical adoption in the workplace.

Identify and implement opportunities to automate repetitive tasks, improve service delivery, and enhance the overall user experience.

Requirements:

Education: Certificate IV, Diploma, Bachelor's Degree in Information Technology, Computer Science, or equivalent practical industry experience.

Experience: Minimum 3 years of experience in IT infrastructure, systems, network, or desktop support, including Level 2 and Level 3 troubleshooting.

Technical Skills:

Strong knowledge of Microsoft 365, Azure, Entra ID, Intune, Autopilot, Conditional Access, MFA, and Hybrid Identity.

Experience supporting Windows environments, cloud identity management, and end-user computing.

Familiar with Active Directory, Group Policy, file/print services, and basic Windows Server administration.

Strong networking expertise in TCP/IP, LAN/WAN, Wi-Fi, VPN, DNS, DHCP, VLANs, routing, switching, firewalls, SD-WAN, and network monitoring.

Ability to troubleshoot connectivity, cloud services, business applications, security, and authentication issues.

Experience with ITSM/ticketing systems (e.g., ManageEngine).

Knowledge of cybersecurity best practices, endpoint security, and Bitdefender management.

Exposure to AI and automation tools such as Microsoft Copilot, ChatGPT, and Power Automate.

Knowledge of Citrix Virtual Apps & Desktops and Azure Virtual Desktop is an advantage.

Soft Skills & Attributes:

Strong communication, customer service, analytical, troubleshooting, and documentation skills.

Customer-focused, friendly, reliable, and accountable.

Detail-oriented with strong organizational skills.

Able to work independently and collaboratively while managing multiple priorities.

Adaptable, curious, and committed to continuous learning.

Passionate about IT operations, cloud technologies, cybersecurity, service improvement, and digital productivity tools.

Other Requirements:

Valid Malaysian driving licence and willingness to travel to Johor sites as required.