Regional IT Support Specialist

Demant Polska; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Good career opportunities

State of the art technology

Good work life balance

Culture of teamwork

Open and honest communication

Travel for work globally

Training and self-development

Job summary

Demant’s Kuala Lumpur team seeks a Regional IT Support Specialist to deliver Level 1–2 support across Asia Pacific. You will troubleshoot, configure devices, and manage incidents in line with ITIL processes, serving end users across multiple countries and business functions.

Ideal candidates have 2+ years’ IT support experience, MSP exposure, and strong English; desktop hardware, Microsoft tech, Citrix, and Cisco knowledge are highly valued.

Qualifications

• Diploma or Degree in Computer Science, Information Technology, or a related discipline.
• Minimum 2 years' experience in an IT support or Service Desk environment.
• Previous MSP experience will be highly regarded.
• Experience providing technical support to end users both remotely and onsite.
• Strong knowledge of desktop hardware, software, operating systems, and networking fundamentals.
• Experience with Microsoft technologies and enterprise IT environments.
• Exposure to Citrix and Cisco technologies is highly desirable.
• Excellent English communication skills, both written and verbal.
• Strong problem-solving, analytical, and organisational skills.
• High attention to detail with a commitment to delivering outstanding customer service.

Responsibilities

• Provide Level 1 and Level 2 IT support via phone, email, remote access, and onsite assistance.
• Troubleshoot, maintain, and configure hardware, software, and peripheral devices.
• Deliver IT services in accordance with ITIL-based processes, including incident management, request fulfilment, change management, release management, and business-critical support.
• Administer user accounts, system access permissions, and server resource access.
• Coordinate the procurement and deployment of approved IT hardware and equipment.
• Install, configure, maintain, and support IT infrastructure and end-user devices.
• Ensure meeting room and audiovisual equipment is operational and coordinate repairs or maintenance with suppliers when required.
• Provide support for regional production systems in line with agreed service catalogue commitments.
• Accurately record all incidents, requests, tasks, and time entries within ServiceNow.
• Maintain accurate asset management records and technical documentation.
• Identify opportunities to improve IT services, processes, and user experience across the business.

Skills

IT support

MSP experience

Remote support

Onsite support

Desktop hardware

Microsoft technologies

Citrix

Cisco

English

Education

Diploma in Computer Science

Degree in Information Technology

Tools

ServiceNow

Job description

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We are seeking a passionate and customer-focused Regional IT Support Specialist to join our Global IT team based in Kuala Lumpur.
In this role, you will provide first and second-level IT support across the Asia Pacific region, including Australia, New Zealand, and Southeast Asia. Acting as a key point of contact for end users, you will deliver exceptional technical support, troubleshoot hardware and software issues, and contribute to continuous service improvement initiatives.
This position is ideal for someone who enjoys working in a fast-paced environment, takes ownership of their work, and thrives on delivering high-quality customer service while collaborating with colleagues across multiple countries and business functions.

Key Responsibilities

• Provide Level 1 and Level 2 IT support via phone, email, remote access, and onsite assistance.
• Troubleshoot, maintain, and configure hardware, software, and peripheral devices.
• Deliver IT services in accordance with established ITIL-based processes, including incident management, request fulfilment, change management, release management, and business-critical support.
• Administer user accounts, system access permissions, and server resource access.
• Coordinate the procurement and deployment of approved IT hardware and equipment.
• Install, configure, maintain, and support IT infrastructure and end-user devices.
• Ensure meeting room and audiovisual equipment is operational and coordinate repairs or maintenance with suppliers when required.
• Provide support for regional production systems in line with agreed service catalogue commitments.
• Accurately record all incidents, requests, tasks, and time entries within ServiceNow.
• Maintain accurate asset management records and technical documentation.
• Identify opportunities to improve IT services, processes, and user experience across the business.

About You

You are a proactive and solutions-oriented IT professional with strong technical troubleshooting skills and a customer-first mindset. You possess excellent communication skills, can manage competing priorities effectively, and enjoy building positive relationships with users and stakeholders.

Qualifications and Experience

• Diploma or Degree in Computer Science, Information Technology, or a related discipline.
• Minimum 2 years' experience in an IT support or Service Desk environment.
• Previous Managed Services Provider (MSP) experience will be highly regarded.
• Demonstrated experience providing technical support to end users both remotely and onsite.
• Strong knowledge of desktop hardware, software, operating systems, and networking fundamentals.
• Experience with Microsoft technologies and enterprise IT environments.
• Exposure to Citrix and Cisco technologies is highly desirable.
• Excellent English communication skills, both written and verbal.
• Strong problem-solving, analytical, and organisational skills.
• High attention to detail with a commitment to delivering outstanding customer service.

Join an organisation based on Trust, Openness, and Innovation:

In Demant you will be part of an innovative and challenging environment based on trust and openness, where you will experience a strong will to achieve great results with some ambitious and talented colleagues. You will be part of an environment where flexibility, knowledge sharing, and professional respect make it challenging, meaningful, and fun to go to work every day.
We are a great mix of colleagues who enjoy an open and friendly tone as well as a culture of inclusiveness and mutual support, echoing the values found throughout our organization.
We Offer:

• A job in a growing, international company with good career opportunities
• State of the art technology and work in an exciting industry
• Good work life balance with flexible working conditions
• A culture of teamwork, based on knowledge sharing, professional respect, kindness
• We believe in, and encourage, open and honest communication, and we hope to put a smile on your face every workday
• A full-time independent and responsible position
• Training, conferences, and the opportunity for self-development
• We offer the opportunity to travel for work globally

About Demant

Demant is a world-leading hearing healthcare group built on a heritage of care, health and innovation since 1904. The Group offers innovative technologies, solutions and expertise to help people hear better. In every aspect, from hearing care and hearing aids to diagnostic equipment and services, Demant is active and engaged. Headquartered in Denmark, the Group employs more than 26,000 people globally and is present with solutions in 130 countries creating life-changing differences through hearing health. William Demant Foundation holds the majority of shares in Demant A/S, which is listed on Nasdaq Copenhagen and among the 25 most traded stocks.
At Demant, we value diversity, equity, and inclusion (DE&I) and we are committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality.
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About Demant

Demant is a world-leading hearing healthcare and technology group built on a heritage of care, health, and innovation since 1904. The Group offers innovative technologies, solutions, and expertise to help people hear better. In every aspect, from hearing care, hearing aids and hearing implants to diagnostic equipment and services and audio solutions, Demant is active and engaged. Headquartered in Denmark, the Group employs more than 21,000 people globally and is present with solutions in 130 countries where we create life-changing hearing health and high-end audio and video solutions. William Demant Foundation holds the majority of shares in Demant A/S, which is listed on Nasdaq Copenhagen and among the 25 most traded stocks.