Lead, IT Support, Governance & Project

Private Advertiser; Port Dickson; On-site; MYR 60,000 - 90,000; Full time

Job summary

Private Advertiser is seeking an IT Administrator to manage AD users, groups, OUs, and GPOs, plus handle domain join processes and authentication troubleshooting. The role covers first-level server support and end-user computing tasks within a compliant IT environment.

You will also support Office 365 services, maintain asset and license records, and participate in IT governance, risk, and project collaboration activities. Occasional after-hours support may be required.

Qualifications

• Bachelor's degree in Information Technology or related discipline.
• 5+ years of experience in IT service delivery, Helpdesk, IT governance or similar roles.
• Familiarity with ITIL service management practices and ticketing systems.

Responsibilities

• Create, modify, and delete AD users/groups/OUs, and manage GPOs and domain joins.
• Handle distribution groups, mailing lists, and NTFS/share permissions with least privilege.
• Conduct access recertification, privileged reviews, and onboarding/offboarding provisioning.

Skills

Active Directory

Windows Server

ITIL

Customer service

Troubleshooting

Documentation

Networking fundamentals

Education

Bachelor's degree in Information Technology

Tools

Microsoft 365

Exchange Online

SharePoint/OneDrive

Teams

Job description

Create, modify, and delete user accounts in Active Directory (AD); administer AD users/groups/OUs, GPOs, domain joins, and first-level authentication troubleshooting, escalating complex AD issues as required.

Manage distribution groups, mailing lists, and folder permissions (shared drives, NTFS/share) per least-privilege and approval processes, ensuring every request is logged and closed in the ticketing system.

Perform access recertification, privileged account reviews, and cleanup; execute the technical aspects of staff on-boarding/off-boarding checklists (provisioning, equipment, account disablement, access removal), ensuring seamless workforce transitions and security compliance.

Server & Infrastructure Support

Provide first-level Windows server support (disk space, service failures, performance, file/print, health monitoring); perform routine housekeeping (event logs, backups, UPS, server room checks).

Support AD/domain incidents (lockouts, logon failures, trust/authentication, DNS/DHCP) and elevate as needed; provide basic LAN/WAN, switch, firewall, and cabling troubleshooting with network team/ISPs.

Provide onsite infrastructure maintenance; support backup/recovery and user computer data restore requests.

Support endpoint security (antivirus/EDR) and assist with OS/application patch management, vulnerability remediation, and compliance reporting to support IT governance and compliance follow-up.

End-User Computing & Collaboration

Provide first-level support and administration for Office 365 (Exchange Online, SharePoint/OneDrive, Teams) and provide AV conferencing, projection, meeting room collaboration (Teams/Zoom Rooms), and digital signage support.

Provide PC/desktop installation, imaging, deployment, refinery software setup, and security patch deployment.

Support MDM enrollment, configuration profiles, mobile devices, VPN/remote access clients, printers, Wi-Fi devices, and peripherals.

Allocate pre-defined software licensing (entitlements, compliance, installations) and PC lifecycle (refresh planning, warranty, disposal with data sanitization).

First-Level Service Management & Helpdesk Operations (HRC & HISB)

Serve as the first point of contact for all IT incidents and service requests at HRC and HISB; administer the IT Helpdesk ticketing system (users, queues, workflows, categories, SLAs); log, track and manage tickets, escalation, and resolution for level 1, including vendor escalation, ensuring all cases are resolved and closed within agreed SLAs.

Monitor/report SLA compliance, following up on open and overdue cases; participate in monthly service reviews, vendor performance management, and act as day-to-day interface with the outsourced provider.

Coordinate third-party/OEM support cases; participate in incident, problem, and change management (CAB logging, root cause analysis, problem records).

Create/maintain knowledge base articles, SOPs, runbooks, IT documentation (network diagrams, asset registers, license records, vendor information, build and handover documents), keeping them accurate and up to date.

Asset, Inventory & License Management

Maintain and update IT asset tagging and inventory management (hardware, software, license registers, vendor and contract information for HISB); manage consumables stock (toners, cables, peripherals) and raise procurement requests.

Keep track of hardware warranty and support contracts, vendor details and licence renewals, elevate warranty or contract issues to the Head of IT

Security, Compliance, Governance & Documentation

Work with Senior Architect, Information Solutions & Risk staff on security incident first response (phishing, malware, suspected breaches) and escalation per policy.

Assist in enforcing/monitoring IT policies and governance. Do regular checks to ensure compliance across endpoints, servers, and access controls.

Maintain thorough documentation of IT systems, configurations, and procedures, including the IT asset list, network diagram, licences and vendor information at HISB, ensuring they are updated regularly and comply with organizational and industry standards.

Participate in IT audits and reviews, addressing any identified gaps, and working towards achieving compliance.

Assist the Head of IT in monitoring and following up IT governance and compliance issues, maintaining the tracker of open items and reporting their status.

Project Collaborations

Provide technical support in IT projects, assisting in system roll-outs, deployments and configurations, ensuring successful execution and alignment with group standards; assist the Head of IT in monitoring and following up project milestones and action items.

Collaborate with cross-functional teams on IT initiatives, ensuring successful execution and adherence to technical standards and group objectives.

Assist in the testing and validation of new systems or updates, ensuring they meet the specified requirements and organizational standards.

Any other tasks assigned by Head of IT

REQUIREMENTS:

Bachelor's degree in Information Technology or a related discipline, with a minimum of 5 years of relevant experience in IT service delivery, Helpdesk, IT compliance and governance or a comparable role.

Working knowledge of ITIL service management practices (incident, helpdesk ticketing systems, including SLA tracking and reporting.

Hands-on experience with Windows Server and Active Directory, CCTV and Microsoft 365 (Exchange Online, SharePoint/OneDrive, Teams).

Good understanding of networking fundamentals (LAN/WAN, TCP/IP, switches, firewalls, VPN, Wi-Fi), endpoint management (imaging, patching, antivirus/EDR, MDM) and backup/recovery basics.

Strong troubleshooting and system maintenance skills across computers, applications, networks and servers, including minor hardware repair, with a solid grasp of IT best practices.

Awareness of IT security, governance and compliance fundamentals, with the ability to assist in following up IT governance, compliance issues and IT projects.

Excellent communication skills with a customer-service mindset, strong documentation habits and a security-first approach; well organized, with the discipline to follow up and close every case within SLA.

Certifications such as ITIL Foundation, CompTIA A+/Network+, or Microsoft 365/Windows Server certifications are an advantage.

Willing to travel (occasionally) as and when necessary

Provide occasional after-hours support when required.