IT Site Support Analyst I

Advanced Energy; Penang; On-site; MYR 67,000 - 100,000; Full time

Job summary

Advanced Energy in Penang is seeking an IT Support Engineer to provide L2/L3 support for end-user computing, servers, and networks. The role covers PCs, printers, mobile devices, wireless access, and IT site infrastructure, ensuring reliability, availability and security.

Responsibilities include incident handling, service requests, software deployment, asset lifecycle, vendor coordination, and documentation.

Qualifications

• Proficient in English (oral and written).
• Minimum 2 years of LAN, Network, Servers and PC experiences.
• Good analytical trouble-shooting skills.
• ITIL certification is desirable.

Responsibilities

• Receives, responds, troubleshoots, and corrects IT problems from internal customers.
• Log and track PC problems, incidents and service requests using an ITSM system.
• Install, update and configure software; deploy computers.
• Escalate complex issues to appropriate teams when needed.
• Communicate status updates and resolutions clearly to users.
• Manage IT assets, lifecycle, audits and documentation.

Skills

Customer service

Analytical thinking

Problem solving

English communication

Project coordination

Education

Diploma or Bachelor Degree in IT related field

Tools

Service Now

Active Directory

DHCP

Dell EMC VXrail

Nutanix

Cisco networking

LAN/WAN

Job description

POSITION SUMMARY:

Provides support for hardware, software, network and server, issues encountered by users.Include personal computers, laptops, monitors, keyboards, printers, wireless scanners and printers, mobile devices, wifi access and other peripherals, etc. Provides L2/L3 Server and Network infrasture system support. Ensures reliability, availability and security of end-user computing devices, software applications, network connectivity and IT site infrastructure

RESPONSIBILITIES:

• Receives, responds , troubleshoots, and corrects IT related technical problems from internal customers.
• Log, tracks PC problems, incidents, service request, etc and resolves them in a prompt and courteous manner using an IT Service Management System.
• Works on software installation, update and configuration.
• Works on the installation, configuration, and deployment of computers.
• Escalate complex issues to appropriate support teams when necessary.
• Communicate status updates and resolutions clearly to users.
• Configure, deploy, maintain and replace end-user devices.
• Manage IT asset inventory, lifecycle tracking and asset audits.
• Maintain accurate asset irecords and documentation.
• Handle IT hardware procurement and warranty services.
• Support IT infrastructure including design, network connectivity, WIFI Access Points, printers and multi function devices, conference rooms and A/V equipment.
• Support, manage and coordinate IT Project, office expansions, relocations, and technology refresh initiatives.Create and maintain technical documentation and knowledgebase articles.
• Assists with training for new hires and internal customers.
• Works with Managers and Leads to determine daily/weekly priorities and to troubleshoot advanced technical problems.
• Adhere to organizational requirements on quality management, health and safety, code of conduct, legal stipulations, environmental, 5S policies and general duty of care.
• Closely work with IT vendors and suppliers in close coordination with the Purchasing Team
• Closely assist and coordinate with users on their IT support and other IT requirements including manufacturing system applications, equipment, IOT, PLCs etc.
• Evaluate and recommend hardware and software solutions to improve the performance and efficiency of IT systems in manufacturing.
• Root Cause Analysis, Technical Troubleshooting
• Provide L2/L3 support for AE Infrastructure

WORK ENVIRONMENT

• Location: AE Manufacturing Site.
• Works in a standard office environment and uses general office equipment (PC, telephone, copier, fax machine, etc.).
• Spends much time working directly with server equipment, printers, and network equipment.
• Works under limited supervision.

QUALIFICATIONS

• Microsoft Windows operating Systems, outlook, Office.
• Microsoft Active Directory mainly include domain account & DHCP maintaining.
• Local and network printers(or multifunction) configuration and trouble-shooting.
• Wired and Wireless LAN configuration and installation.
• Mobile Smart devices installation and configuration(IOS or Android).
• Networking skill: DellServers, VXrail, Nutanix, Cisco 9300 switches, VOIP(Cisco). APs
• Laptop and Desktop ground up setup, deployment and repair.
• Project coordination/Project Management skills.
• Strong analytical thinking and problem-solving abilities
• ITIL certification

EXPERIENCE

Essential

• Proficient in English (oral and written communication).
• Minimum 2 years of LAN, Network, Servers and PC experiences.
• Good analytical trouble-shooting skills.
• Good problem analysis and solving techniques.
• Must be patient, customer focus and customer service orientated.

Desirable

• 2 year plus years experience working with both networking and Micorosoft systems.
• 2 years supporting Active Directory and servers in a production environment.
• Experience in using Service Desk Tool such as Service Now.
• Wired and Wireless network design and implementation
• Server and Infrastruce Systems Administation.

EDUCATION

Essential

• Diploma or Bachelor Degree in IT related field.

Desirable

• College or Bachelor's degree in Information Technology Field with MCP, MCSA, MCSE, MCITP, CCNA, ITIL Certification, CompTIA certification, VMware VCP, Nutanix Certified Professional (NCP)

OTHERS

• This position is open to Malaysian citizens only. Candidates must provide valid documentation proving Malaysian citizenship.
• Candidate must willing to work at Penang Science Park, Simpang Ampat, Penang.

WHY JOIN US!

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan, and etc. In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In Malaysia., we offer a rich benefits package that includes:

• Medical - health care plan, dental, and vision.
• Short and long-term disability and life insurance.
• Executive Employee Health Screening package.
• Generous paid time off starting at 15 days and 19 public holidays.
• 98 days of paid maternity leave for Moms and 7 consecutive days of paid paternity leave for Dads.
• AE Child-Of-Employee Scholarship Program.
• Employee Referral Program.
• Career Growth and Learning Opportunity.