IT Support & End-User Services Lead

MANULI RYCO HYDRAULICS SDN. BHD.; Kuala Ketil; On-site; MYR 60,000 - 100,000; Full time

Job summary

MANULI RYCO HYDRAULICS SDN. BHD. in Kedah, Malaysia seeks an IT Support specialist to handle incidents, classify tickets, and resolve first-level requests. You will deploy and configure workplaces, manage assets, and ensure security compliance across devices and services.

The role requires a IT degree with 5+ years in manufacturing, strong communication, and proficiency with Microsoft 365, AD, and ticketing tools like ServiceNow. On-site work and collaboration with IT teams are essential.

Qualifications

• Degree in IT and 5+ years of experience in manufacturing
• Strong customer orientation and service mindset
• Effective relationship management and clear communication with end users and IT stakeholders
• Solid troubleshooting and problem-solving capabilities
• Functional and technical experience with workplaces, Microsoft 365, PCs and laptops, mobile devices, videoconferencing systems, basic system administration, hardware lifecycle management, security best practices and ticketing tools such as ServiceNow
• Knowledge of ITIL processes and their practical application within corporate IT procedures

Responsibilities

• Collects incidents and service requests through defined support channels and follows incident management process
• Classifies tickets by nature, impact and urgency, contributing to the assignment of the appropriate priority
• Resolves first-level support requests directly, including password unlocks, basic troubleshooting and user guidance for self-resolution where appropriate
• Assigns tickets requiring specialist analysis or resolution to internal or external second- and third-level support teams, ensuring effective follow-up until closure
• Activates the appropriate escalation levels when circumstances require management attention or faster resolution
• Prepares, configures and deploys fixed and mobile workplaces according to assigned schedules, including telephony and collaboration devices
• Installs and configures hardware and software components in line with IT standards and guidelines
• Manages the end-to-end lifecycle of workplace, mobile and hardware assets, including assignment, replacement, return, tracking, inventory update and disposal coordination
• Monitors hardware and device stock levels, identifies reorder needs and supports procurement requests
• Ensures that workplace and mobile device configurations comply with approved IT standards, security requirements and corporate guidelines
• Ensures correct user-account management through authorization, activation, modification and deletion processes
• Operates on corporate Active Directory and related systems with the privileges required for the assigned interventions
• Provides technical and functional support on workplaces, Microsoft 365 tools, videoconference systems and related end-user technologies
• Supports the handling of security incidents by collecting initial information, applying assigned containment actions, coordinating with Information Security and keeping related tickets properly documented

Skills

Customer orientation

Communication

Relationship management

Troubleshooting

Education

Bachelor's degree in IT

Tools

ServiceNow

Active Directory

Microsoft 365

Videoconferencing systems

Job description

MANULI RYCO HYDRAULICS SDN. BHD. in Kedah, Malaysia seeks an IT Support specialist to handle incidents, classify tickets, and resolve first-level requests. You will deploy and configure workplaces, manage assets, and ensure security compliance across devices and services.

The role requires a IT degree with 5+ years in manufacturing, strong communication, and proficiency with Microsoft 365, AD, and ticketing tools like ServiceNow. On-site work and collaboration with IT teams are essential.