On site IT Support Specialist

Fagron Tech; Kuala Lumpur; On-site; MYR 60,000 - 96,000; Full time

Job summary

Fagron Tech is seeking an On-Site IT Support Specialist in Kuala Lumpur to provide reliable day-to-day IT support and maintain the local technology environment. You will be the main contact for local IT matters, handling end-user support, device management, and coordination with external suppliers to ensure services meet Fagron's standards.

You will contribute to infrastructure monitoring and improvement initiatives while collaborating with global IT teams on projects.

Qualifications

• 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

Responsibilities

• 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 standards and timelines.

Skills

Advanced to fluent English

2-5 years experience

Education

Educational background in IT or related field

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.