SENIOR IT SUPPORT

FIRMUS SDN BHD; Kuala Lumpur; On-site; MYR 100,000 - 140,000; Full time

Job summary

Firmus SDN BHD is seeking a Senior IT Support who will lead the IT team in Kuala Lumpur and drive security governance aligned with ISO 27001:2022. You will mentor staff, manage deployments, and coordinate with vendors to deliver scalable technology solutions.

The role requires strong technical know-how in Microsoft 365, hardware, networking, and ISMS compliance, with excellent communication and time-management skills.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience leading a team in technical support or IT operations.
• ITILv4 and Microsoft Certifications (e.g., MS-900, MS-102) are highly advantageous.

Responsibilities

• Serve as the IT Team Lead, prioritizing tasks and guiding the IT team.
• Mentor junior staff and ensure alignment with security and compliance goals.
• Collaborate with stakeholders and vendors to deliver scalable tech solutions.
• Own and coordinate internal IT projects including deployments and upgrades.
• Maintain ISO 27001:2022 compliance activities and audit readiness.
• Administer Microsoft 365 environment and SaaS services for security and usability.
• Deploy and manage software on workstations; maintain IT infrastructure following ITIL.

Skills

Team Leadership

Mentorship

Collaboration

Project Management

Critical Thinking

Communication

Time Management

Interpersonal Skills

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Microsoft 365

Windows Server / OS

Job description

Role Overview
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.
2. Technical Proficiencies
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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Computer Software & Networking 51-100 employees

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• Do you have technical support experience?

Firmus is a Latin word for strong, reliable and solid. Founded by Cybersecurity veterans in 2008, we're continuously innovating to provide next-generation cybersecurity services that can protect your entire value chain, end-to-end. As the leader of a regional cyber security ecosystem of disruptors, we're helping organizations out-innovate attackers every single day. We provide a full suite of cyber security services and solutions that help define cyber security strategy, identify and remediate threats and risks, select and deploy the right technology, and achieve operational readiness to protect from malicious attack. Our services help organizations establish effective controls around sensitive assets and balances the need to reduce risk while enabling productivity, business growth, and cost-optimization objectives.

Firmus is a Latin word for strong, reliable and solid. Founded by Cybersecurity veterans in 2008, we're continuously innovating to provide next-generation cybersecurity services that can protect your entire value chain, end-to-end. As the leader of a regional cyber security ecosystem of disruptors, we're helping organizations out-innovate attackers every single day. We provide a full suite of cyber security services and solutions that help define cyber security strategy, identify and remediate threats and risks, select and deploy the right technology, and achieve operational readiness to protect from malicious attack. Our services help organizations establish effective controls around sensitive assets and balances the need to reduce risk while enabling productivity, business growth, and cost-optimization objectives.

Firmus is supported by a highly trained team with vast experiences in cyber security management that provides our clients with a comprehensive suite of security solutions and services that address cyber security and risk management.

Firmus is supported by a highly trained team with vast experiences in cyber security management that provides our clients with a comprehensive suite of security solutions and services that address cyber security and risk management.

We have been awarded Info Security Company of the Year in 2012 and Cyber Security Company of the Year in 2016 by Cyber Security Malaysia; in additon to that, our co-founder and CEO has also been awarded the Cyber Security Professional of the Year in 2017. Firmus is also the MSC-Status company and the member of CREST (www.crest-approved.org) for this region.

We have been awarded Info Security Company of the Year in 2012 and Cyber Security Company of the Year in 2016 by Cyber Security Malaysia; in additon to that, our co-founder and CEO has also been awarded the Cyber Security Professional of the Year in 2017. Firmus is also the MSC-Status company and the member of CREST (www.crest-approved.org) for this region.