On-Site IT Support Specialist

Amber Pharmacy; Johor; On-site; MYR 56,000 - 100,000; Full time

Job summary

Amber Pharmacy in Malaysia, Johor, is seeking an on-site IT support professional to ensure smooth daily operations across hardware, software, and connectivity. You will manage tickets in ITSM, coordinate with external vendors, and maintain local IT infrastructure.

The role covers device provisioning, data center tasks, backup routines, and continuous improvement of IT services in a local setting, aligned with global standards.

Qualifications

• Experience delivering on-site IT support across hardware and software.
• Ability to log and track tickets in an ITSM system.
• Ability to coordinate with external vendors and internal teams.

Responsibilities

• Deliver responsive, on-site IT support to colleagues across hardware, software, and connectivity — ensuring minimal disruption to daily operations.
• Log, track, and manage tickets in the IT Service Management (ITSM) platform, keeping users informed on status and resolution timelines.
• Identify recurring issues and contribute to a shared knowledge base of standardized solutions, enabling consistent and scalable support.
• Escalate complex incidents where needed, while maintaining ownership of the user experience end-to-end.
• Act as the primary local point of contact when external IT suppliers are involved — coordinating, directing, and following up with third-party vendors to ensure issues are resolved in line with standards and timelines.
• Procure, configure, and deploy end-user devices (laptops, desktops, peripherals) in line with global IT standards and security policies.
• Maintain a clean and organized physical IT environment, including cabling, telephony, and workstation setups.
• Manage the local device lifecycle from onboarding to offboarding, including imaging, asset registration, and decommissioning.
• Apply patches, software updates, and configuration changes to locally managed systems, ensuring compliance with group-wide IT policies.
• Perform structured installations, upgrades, and capacity expansions at the local data center and server room, following change management procedures.
• Proactively monitor local infrastructure to detect and prevent issues before they impact business operations.
• Manage and verify local data backup routines to safeguard business continuity and protect against data loss.
• Keep IT documentation current and accurate, supporting team knowledge-sharing and operational resilience.
• Contribute to IT infrastructure and application rollout projects, coordinating local execution with global IT teams.
• Drive a proactive rather than reactive mindset — analyzing root causes of recurring issues and implementing structural fixes.
• Stay current on emerging technologies and best practices relevant to end-user computing and local IT operations.

Skills

End-user support

ITSM

Vendor coordination

Data center operations

Hardware troubleshooting

Tools

ITSM platform

Asset management tools

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Deliver responsive, on-site IT support to colleagues across hardware, software, and connectivity — ensuring minimal disruption to daily operations.
• Log, track, and manage tickets in the IT Service Management (ITSM) platform, keeping users informed on status and resolution timelines.
• Identify recurring issues and contribute to a shared knowledge base of standardized solutions, enabling consistent and scalable support.
• Escalate complex incidents where needed, while maintaining ownership of the user experience end-to-end.
• Act as the primary local point of contact when external IT suppliers are involved — coordinating, directing, and following up with third-party vendors to ensure issues are resolved in line with Fagron's standards and timelines.

End-User Support & Service Desk

• Deliver responsive, on-site IT support to colleagues across hardware, software, and connectivity — ensuring minimal disruption to daily operations.
• Log, track, and manage tickets in the IT Service Management (ITSM) platform, keeping users informed on status and resolution timelines.
• Identify recurring issues and contribute to a shared knowledge base of standardized solutions, enabling consistent and scalable support.
• Escalate complex incidents where needed, while maintaining ownership of the user experience end-to-end.
• Act as the primary local point of contact when external IT suppliers are involved — coordinating, directing, and following up with third-party vendors to ensure issues are resolved in line with Fagron's standards and timelines.

Device & Workplace Management

• Procure, configure, and deploy end-user devices (laptops, desktops, peripherals) in line with Fagron's global IT standards and security policies.
• Maintain a clean and organized physical IT environment, including cabling, telephony, and workstation setups.
• Manage the local device lifecycle from onboarding to offboarding, including imaging, asset registration, and decommissioning.
• Apply patches, software updates, and configuration changes to locally managed systems, ensuring compliance with group-wide IT policies.

Local Infrastructure & Data Center Operations

• Perform structured installations, upgrades, and capacity expansions at the local data center and server room, following change management procedures.
• Proactively monitor local infrastructure to detect and prevent issues before they impact business operations.
• Manage and verify local data backup routines to safeguard business continuity and protect against data loss.
• Keep IT documentation current and accurate, supporting team knowledge-sharing and operational resilience.

Projects & Continuous Improvement

• Contribute to IT infrastructure and application rollout projects, coordinating local execution with global IT teams.
• Drive a proactive rather than reactive mindset — analyzing root causes of recurring issues and implementing structural fixes.
• Stay current on emerging technologies and best practices relevant to end-user computing and local IT operations.