Senior IT Support

FIRMUS; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

FIRMUS seeks a Senior IT Support lead in Malaysia, Kuala Lumpur, to drive a secure, resilient tech environment aligned with business goals.

You will mentor staff, oversee IT and security operations, and manage internal projects while ensuring ISO 27001:2022 compliance and strong IAM controls.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience as Technical Support Engineer or Senior IT Support Specialist, with team leadership.
• ITILv4 and Microsoft Certifications are a significant advantage.
• Deep knowledge of hardware, networking, and systems architecture.
• Familiarity with ISMS and ISO 27001:2022 compliance.

Responsibilities

• Lead IT team, prioritise tasks, and provide technical direction.
• Mentor junior staff supporting IT and security operations.
• Collaborate with stakeholders and vendors to deliver scalable tech solutions.
• Own internal IT projects from deployments to upgrades.
• Support ISO 27001:2022 compliance activities and audit readiness.
• Administer Microsoft 365, including licensing and service health.
• Manage SaaS backups for SharePoint, Exchange and Teams.
• Provide on-site and remote support with strong customer service.

Skills

Team Leadership

ISO 27001

Security governance

ITIL

Troubleshooting

Communication

IAM

M365 administration

Education

Bachelors in Information Technology or Computer Science

ITIL v4 Certification

Microsoft Certifications (MS-900, MS-102)

Tools

Microsoft 365

Job description

The Senior IT Support is a pivotal role combining expert-level technical support, leadership, and security governance. Beyond resolving complex hardware and software issues, this individual serves as the IT Team Lead, mentoring junior staff and driving organizational compliance with international standards such as ISO 27001:2022. You will be responsible for ensuring a secure, resilient, and high-performing technology environment that aligns with business objectives.

Key Responsibilities

1. Team Leadership & Strategic Oversight

• Team Lead: Serve as the primary technical lead, responsible for task prioritization, workload management, and providing technical direction for the IT team.
• Mentorship: Provide guidance, training, and oversight for junior team members supporting internal IT and security operations.
• Collaboration: Partner with internal stakeholders, management, and external vendors to deliver scalable, business-aligned technology solutions.
• Project Management: Own and coordinate internal IT projects, including system deployments, infrastructure upgrades, and vendor management.

2. Security & Compliance (ISO 27001:2022)

• Audit Readiness: Actively contribute to ISO 27001:2022 compliance activities and audit readiness.
• Policy Adherence & Process Management: Ensure adherence to company policies while managing and documenting procedures and workflows, including Asset Management, Change Management, and Incident Management.
• Endpoint Compliance: Enforce organizational security controls and conduct regular compliance checks on all endpoints.
• Identity and Access Management (IAM): Administer departmental collaboration platforms, enforcing secure collaboration practices and ISMS-aligned IAM controls.

3. Advanced Microsoft 365 & SaaS Administration

• M365 Management: Administer and troubleshoot the Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive), including licensing and service health.
• Security & Usability: Continuously enhance M365 security settings while optimizing platform usability for end-users.
• Data Resilience: Manage SaaS backup solution for SharePoint, Exchange, and Teams to ensure robust data recovery readiness.

4. Technical Operations & Support

• Deployment: Manage and automate software deployment for managed workstations and laptops.
• Infrastructure Maintenance: Monitor and maintain computer systems and networks following ITIL methodologies.
• Expert Support: Diagnose and resolve complex software, networking, and hardware issues that exceed standard support levels.
• On-site/Remote Support: Provide technical assistance both in-person and via remote-access systems, ensuring high levels of customer service.
• Documentation: Maintain meticulous records of work, system configurations, and resolution procedures.

Qualifications & Skills:

1. Experience & Education

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Proven work experience as a Technical Support Engineer or Senior IT Support Specialist, ideally with experience leading a team.
• Certifications: ITILv4 and Microsoft Certifications (e.g., MS-900, MS-102) are considered a significant advantage.
• Hardware/Networking: Deep knowledge of modern computer hardware, networking protocols, and systems architecture.
• ISO 27001: Familiarity with Information Security Management Systems (ISMS) and compliance requirements.

3. Soft Skills

• Critical Thinking: Strong analytical and problem-solving skills for troubleshooting complex environments.
• Communication: Excellent written and verbal communication skills for both technical and non-technical audiences.
• Time Management: Exceptional ability to prioritize tasks and manage multiple projects simultaneously under pressure.
• Interpersonal Skills: Proven ability to build relationships with vendors and stakeholders while mentoring team members.