IT Support Engineer

Vince Group Sdn Bhd; Shah Alam; On-site; MYR 36,000 - 60,000; Full time

Job summary

Vince Group Sdn Bhd is seeking an IT Support Engineer to provide end-to-end IT support across the organisation. You will maintain IT infrastructure, assist users with hardware and software issues, ensure network availability, manage assets, and deliver reliable technical support for business continuity.

The role requires strong customer focus, attention to detail, and the ability to multitask in a fast-paced environment. 2–4 years’ IT support experience is preferred.

Qualifications

• Solid understanding of Windows operating systems, networking concepts, and endpoint management.
• Experience with IT infrastructure and end-user support environments.

Responsibilities

• Provide first- and second-level technical support to end users for hardware, software, printers, email, and drives.
• Maintain and troubleshoot network infrastructure including LAN/WAN, routers, switches, VLANs, and Wi‑Fi.
• Support servers, NAS storage, backups, RAID, and data recovery readiness for business continuity.
• Install, configure, and troubleshoot desktops, laptops, printers, OS, antivirus, and endpoint protection.
• Administer cloud and domain services, email, hosting environments, and access management.
• Manage user accounts, VPN access, and implement least-privilege permissions.
• Maintain IT asset inventories, software licenses, subscriptions, warranty info, and handover documents.
• Handle IT tickets via Jira or other systems with timely incident closure.

Skills

Troubleshooting

Analytical thinking

Problem solving

Communication

Interpersonal skills

Education

Diploma or Bachelor's degree in IT/Computing

Tools

Jira

Microsoft 365

Active Directory

Job description

We are looking for a proactive and technically competent IT Support Engineer to provide end-to-end IT support across the organisation. This role is responsible for maintaining the company's IT infrastructure, supporting users with hardware and software issues, ensuring network and system availability, managing IT assets, and delivering reliable technical support to ensure business continuity. The ideal candidate is customer-oriented, detail-driven, and capable of managing multiple technical tasks in a fast-paced environment.

Key Responsibilities

Provide first and second-level technical support to end users by troubleshooting hardware, software, printers, email, shared drives, user accounts, and day-to-day IT-related issues.

Maintain, monitor, and troubleshoot network infrastructure including LAN/WAN connectivity, routers, switches, Wi-Fi access points, VLANs, cabling, and network performance to ensure reliable connectivity.

Support and maintain servers, Synology NAS, storage systems, backup schedules, RAID configurations, shared folders, and data recovery readiness to ensure infrastructure availability and business continuity.

Install, configure, maintain, and troubleshoot desktops, laptops, printers, peripheral devices, operating systems, antivirus solutions, and endpoint protection while supporting the complete device lifecycle.

Administer cloud services, domain services, email platforms, hosting environments, and approved IT administration tools while ensuring proper access management and system availability.

Manage user access control by creating, modifying, and disabling user accounts, resetting passwords, supporting VPN access, implementing least-privilege permissions, and assisting with basic cybersecurity controls and incident escalation.

Maintain accurate IT asset inventories, software licensing records, subscription management, warranty information, device assignments, configuration records, and asset handover documentation.

Manage support tickets through Jira or other approved ticketing systems by tracking incidents, prioritising requests, monitoring progress, documenting resolutions, and ensuring timely closure within service expectations.

Support office technology infrastructure including server room equipment, UPS, CCTV, access control systems, PA systems, meeting room technology, and other ELV-related office technologies.

Coordinate with vendors on IT procurement, quotation reviews, hardware and software purchases, warranty claims, service requests, equipment delivery, and maintenance activities.

Prepare and maintain IT documentation including standard operating procedures (SOPs), technical documentation, configuration records, access documentation, incident reports, network diagrams, and system handover documents.

Support IT operations by monitoring service requests, coordinating maintenance schedules, tracking response times, maintaining service levels, and assisting with operational reporting across Vince Group and its ecosystem.

Ensure compliance with IT governance, digital asset management policies, security standards, audit requirements, and organisational procedures while safeguarding company information and technology assets.

Continuously identify opportunities to improve IT operations, enhance system performance, strengthen security practices, and optimise support processes to improve overall user experience.

Perform any other IT-related duties and projects as assigned by Management.

Job Requirements

Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related discipline.

Minimum 2-4 years of working experience in IT support, infrastructure support, system administration, network administration, or a similar technical support role.

Fresh graduates with relevant internship experience, strong technical aptitude, and a willingness to learn are encouraged to apply.

Solid understanding of Windows operating systems, Microsoft 365, Active Directory, networking concepts (TCP/IP, DNS, DHCP), LAN/WAN, VPN, Wi-Fi, and endpoint management.

Hands‑on experience supporting servers, NAS storage, backup solutions, printers, cloud platforms, email systems, and office IT infrastructure.

Familiarity with ticketing systems such as Jira, Service Desk, or similar IT service management tools.

Good understanding of IT security principles including access control, endpoint protection, password management, and basic cybersecurity practices.

Strong troubleshooting, analytical, and problem‑solving skills with the ability to resolve technical issues efficiently.

Excellent communication and interpersonal skills with a customer‑focused mindset and the ability to explain technical concepts to non‑technical users.

Highly organised, detail‑oriented, and able to prioritise multiple tasks while working independently and collaboratively within a team.