On site IT Support Specialist

Fagron; Kuala Lumpur; On-site; MYR 42,000 - 64,000; Full time

Job summary

Fagron is seeking an On-Site IT Support Specialist in Kuala Lumpur to deliver reliable day-to-day IT support and maintain the local technology environment in collaboration with global IT teams. You will be the main local contact for hardware, software, and connectivity issues, handling device management, ITSM ticketing, supplier coordination, and continuous improvement of end-user services.

Ideal candidates will have 2–5 years of relevant experience, fluent English, and an IT-related education.

Qualifications

• Advanced to fluent English.
• 2–5 years of relevant professional experience.
• An educational background in IT or related field is an advantage.

Responsibilities

• Provide responsive, hands-on IT support for hardware, software and connectivity issues.
• Log, track and manage requests through the ITSM platform and update users.
• Identify recurring issues and contribute to the knowledge base.
• Escalate complex incidents while owning the user experience through resolution.
• Coordinate with external IT suppliers to ensure services meet standards and timelines.
• Procure, configure and deploy laptops/desktops/peripherals following security policies.
• Manage lifecycle of local IT equipment: onboarding, maintenance, offboarding, decommissioning.
• Apply updates and patches to locally managed systems in line with global policies.
• Maintain organized workplace IT environment including cabling and meeting-room tech.
• Support installation, upgrade and expansion of local infrastructure and server-room capacity.
• Proactively monitor local IT infrastructure and address potential issues.
• Manage and verify local backup processes for business continuity.
• Maintain up-to-date technical documentation for knowledge sharing.
• Contribute to infrastructure improvements and application rollout projects.
• Investigate root causes of incidents and implement sustainable solutions.
• Identify opportunities to improve IT processes, tools and service delivery.
• Stay informed about emerging technologies in end-user computing and local IT operations.

Skills

End-user support

ITSM

Stakeholder coordination

English fluency

Education

IT-related degree

Tools

ITSM platform

Job description

About the job

We are looking for an On-Site IT Support Specialist to provide reliable day-to-day IT support, maintain the local technology environment, and contribute to infrastructure and application projects in collaboration with our global IT teams.

In this role, you will be the main point of contact for local IT matters, combining end-user support with device management, infrastructure monitoring, supplier coordination, and continuous improvement initiatives.

Your Responsibilities

End-User Support & Service Desk

• Provide responsive, hands-on IT support for hardware, software, and connectivity issues, minimizing disruption to daily operations.

• Log, track, and manage support requests through the IT Service Management (ITSM) platform, keeping users informed of progress and expected resolution times.

• Identify recurring issues and contribute standardized solutions to the IT knowledge base, helping ensure consistent and scalable support.

• Escalate complex incidents to the appropriate teams when required, while maintaining ownership of the user experience through to resolution.

• Serve as the main local point of contact for external IT suppliers, coordinating their activities and following up to ensure services are delivered according to Fagron's standards and agreed timelines.

Device & Workplace Management

• Procure, configure, and deploy laptops, desktops, peripherals, and other end-user devices in accordance with Fagron's global IT standards and security policies.

• Manage the full lifecycle of local IT equipment, including device preparation, asset registration, onboarding, maintenance, offboarding, and secure decommissioning.

• Apply software updates, security patches, and configuration changes to locally managed systems, ensuring compliance with global IT policies.

• Maintain a well-organized and reliable workplace IT environment, including cabling, telephony, meeting-room technology, and workstation setups.

Local Infrastructure & Data Centre Operations

• Support the installation, upgrade, and expansion of local infrastructure, data-centre equipment, and server-room capacity in line with established change-management procedures.

• Proactively monitor local IT infrastructure, identifying and addressing potential issues before they affect business operations.

• Manage and verify local backup processes to support business continuity and protect critical data.

• Maintain accurate and up-to-date technical documentation, supporting knowledge-sharing and operational continuity across the IT team.

Projects & Continuous Improvement

• Contribute to infrastructure improvements and application rollout projects, coordinating local implementation with regional and global IT teams.

• Investigate the root causes of recurring incidents and implement sustainable solutions to improve system reliability and user experience.

• Identify opportunities to improve IT processes, tools, and service delivery.

• Stay informed about emerging technologies and best practices related to end-user computing, workplace technology, and local IT operations.

Set yourself apart

You possess the following qualifications, background and abilities:

• Advanced to fluent English.

• Between two and five years of relevant professional experience.

• An educational background in IT or a related field would be considered an advantage.

What's on offer?

At Fagron, you'll find plenty of chances to grow — both personally and professionally. We work in an open, dynamic environment where your ideas and talents can shine.

We're proud to be an equal opportunity employer. Diversity makes us stronger, and we're committed to creating an inclusive workplace where everyone feels welcome.

Please note: we do not accept agency referrals for this position.