IT Support Specialist

PerkinElmer Manufacturing Sdn Bhd; Gelang Patah; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading manufacturing company is seeking an experienced IT Support Lead in Malaysia. You will head the service desk team, ensuring exceptional first-line support and managing IT operations across the country. Candidates must have a Bachelor's degree, at least 5 years of IT support experience, and proficiency in ServiceNow. Strong troubleshooting and communication skills are essential. This role requires high accountability, autonomy in operations, and providing white-glove support to senior leadership.

Qualifications

• Minimum 5+ years of hands-on IT support experience in a corporate environment.
• Ability to independently diagnose and resolve issues while maintaining ticket ownership.
• Good understanding of IT asset lifecycle and compliance expectations.

Responsibilities

• Lead the service desk team to provide exceptional first-line support.
• Responsible for operation and maintenance of IT support & services across Malaysia.
• Manage the entire EUC asset lifecycle across Malaysia.

Skills

Troubleshooting skills covering EUC

Proficiency in ServiceNow

Strong business communication skills in English

Strong organizational skills

High customer service orientation

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

ServiceNow

Active Directory

Job description

Lead the service desk team to provide exceptional first-line support, ensure high customer satisfaction, and establish the service desk as a crucial component in the organization's proactive service management approach.

Job Description:

Responsible for operation and maintenance of IT support & services across Malaysia — resolving EUC, system, and network-related issues in alignment with business continuity needs.

Provide Smart Hands support for all global IT towers (Network, Server, Security, Collaboration, etc.) as required to complete onsite physical interventions.

Install, configure, maintain & troubleshoot EUC devices including laptops, desktops, mobile devices, printers, and collaboration equipment across Malaysia.

Own end-to-end ticket management using ServiceNow — including remote diagnosis, communication, documentation, vendor/MSP coordination where required, and final closure accountability.

Manage the entire EUC asset lifecycle across Malaysia: allocation, deallocation, dispatch, retrieval, relocation, data sanitization, compliance reporting, and provide accurate inputs to the IT Asset Management team ensuring audit-grade accuracy.

Support end-user onboarding and offboarding with HR and Facilities, including account provisioning/deactivation, asset fulfilment/return and record accuracy.

Ensure EUC asset security compliance including Microsoft patching and policy adherence.

Provide white-glove IT support for the Executive Leadership Team within Malaysia.

Support AV/VC systems and collaboration spaces to ensure seamless meeting experiences.

Maintain strong stakeholder coordination with HR, Finance, Facilities, Leadership & MSP partners to ensure high user satisfaction.

Job Requirement

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Minimum 5+ years of hands-on IT support experience in a corporate environment.

Strong troubleshooting skills covering EUC, Windows OS, M365, basic network connectivity & collaboration tools.

Mandatory: Proficiency in ServiceNow (or similar ITSM platform) and Active Directory for account/device administration.

Ability to independently diagnose and resolve issues while maintaining ticket ownership through closure.

Good understanding of corporate IT infrastructure, components, communication flow, and escalation models.

Strong business communication skills in English — both verbal and written — with clear ability to interact professionally in a multinational corporate hierarchy.

High customer service orientation with proactive coordination across IT towers, MSPs, and business stakeholders.

Strong organizational skills with ability to manage priorities, deadlines, and ownership without close supervision.

Good understanding of IT asset lifecycle and compliance expectations including data protection and security governance.

Demonstrated ability to provide white-glove support to senior leadership or VIP users.

Ability to work independently onsite as the sole IT representative for the country, with high accountability and integrity.