Senior IT Support Specialist

MoneyHero Group (Nasdaq: MNY); Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Benefits offered by this job

Annual leave

Professional trainings

Insurance & wellness

Job summary

MoneyHero Group in Malaysia is seeking a Senior IT Support Specialist to deliver end-to-end technical support, asset management, and service delivery across the organization. You will own day-to-day requests, maintain asset records, coordinate with vendors, and support security and compliance activities.

The ideal candidate has 3–5 years of IT support experience, strong English communication, and hands-on skills with IAM/IdP platforms, ITSM tools, Windows/macOS, and Confluence/JIRA.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 3–5 years of relevant IT support experience.
• Strong English communication skills, both verbal and written.
• Experience with IAM/IdP platforms such as JumpCloud, Okta, or Microsoft Entra ID.
• Experience with ITSM tools like Jira Service Management, ServiceNow, or Freshservice.
• Proficient with Windows and macOS, basic networking, and endpoint troubleshooting.
• Familiarity with Confluence and Jira for documentation and ticket tracking.

Responsibilities

• Deliver end-to-end technical support for end users across the organization.
• Maintain accurate IT asset records and coordinate with vendors.
• Provide remote and on-site support for hardware, software, and connectivity issues.
• Support onboarding and offboarding, including account provisioning and access revocation.
• Log all incidents and resolutions in the ITSM system and generate reports.
• Assist with security and compliance activities and SLA adherence.

Skills

IAM platforms

ITSM tools

Remote end-user support

Windows/macOS

Networking basics

English communication

Confluence/JIRA

Education

Bachelor's degree in Information Technology or Computer Science

Tools

JumpCloud

Okta

Microsoft Entra ID

Jira Service Management

ServiceNow

Freshservice

Confluence

Job description

MoneyHero Limited (NASDAQ: MNY) is a leading tech- and AI-powered personal finance aggregation and comparison platform that provides consumers with actionable insights to discover, compare, and choose the best financial products with confidence — bringing data intelligence and seamless digital access across insurance and banking solutions. The Company operates in Singapore, Hong Kong, Taiwan and the Philippines. Its brand portfolio includes B2C platforms MoneyHero, SingSaver, Money101, Moneymax and Seedly, as well as the B2B platform Creatory. The Company also holds a preference share investment in Jirnexu Pte. Ltd. MoneyHero had over 280 commercial partner relationships as at June 30, 2026, and had approximately 3.7 million Monthly Unique Users across its platform for the three months ended June 30, 2026.

What We Offer

You will be entitled to a competitive salary and attractive benefits, including:

• Annual leave, birthday leave, tenure leave, international remote work leave, and more
• Professional trainings, career advancement and internal mobility opportunities
• Competitive benefits including insurance and mental wellness program

About The Job

The Senior IT Support Specialist will be responsible for delivering end-to-end technical support, IT asset management, and service delivery for end users across the organization. This role requires strong ownership in handling day-to-day support requests, maintaining accurate asset records, coordinating with vendors and stakeholders, and supporting security and compliance activities. The ideal candidate is a proactive problem solver with strong technical troubleshooting skills, excellent communication, and the ability to manage a high volume of requests while maintaining proper documentation and SLA compliance.

The Senior IT Support Specialist Will Be Responsible For

• End-User Support
• Set up, configure, maintain, and troubleshoot laptops, desktops, mobile devices, peripherals, and other end-user equipment.
• Diagnose and resolve hardware, operating system, software, connectivity, and application-related issues.
• Provide remote support to end users as required.
• Support multiple business applications and integrated systems simultaneously.
• Assist users with account, access, configuration, and basic application-related issues.
• Support new-hire onboarding and departing-employee offboarding, including account provisioning, equipment issuance, and access revocation in coordination with HR.
• Document troubleshooting activities, resolutions, and relevant technical information in the ITSM/ticketing system.
• IT Asset Management
• Coordinate and assist with IT asset procurement in collaboration with relevant teams and personnel.
• Maintain accurate records of IT assets, including assignment, ownership, location, status, and lifecycle information.
• Manage, maintain, and physically handle IT equipment and other technology assets.
• Coordinate asset deployment, retrieval, transfer, and disposal, including remote coordination where applicable.
• Administer equipment checkout/handover processes, ensuring condition is documented at issuance and return.
• Use asset management systems or tools (e.g., JumpCloud, internal asset trackers) to maintain accurate mapping between system records and physical assets.
• Support periodic asset inventory, reconciliation, and disposal activities across supported markets.
• Service Management
• Manage day-to-day IT support requests and incidents in accordance with established ITSM processes and SLAs.
• Prioritize and respond appropriately to incidents based on urgency, impact, and business requirements.
• Perform proper incident escalation and coordinate with teams, vendors, or other technical stakeholders when required.
• Maintain clear and timely communication with users throughout the resolution process, particularly for urgent or high-impact incidents.
• Handle a high volume of support requests, while maintaining proper documentation, prioritization, and follow-through.
• Ensure all incidents, requests, troubleshooting activities, and resolutions are properly logged and documented.
• Prepare and maintain service management reports, audit documentation, ticket records, SLA performance reports, and other operational metrics as required for service reviews, compliance, and audit activities.
• Draft and maintain internal documentation such as SOPs and Confluence knowledge base articles to support consistent service delivery and team knowledge-sharing.
• Liaise with external vendors and service providers on hardware delivery, repairs, disposal, and support escalations.
• Track vendor response times and follow up on outstanding vendor actions to ensure timely resolution.
• Support the collection of vendor compliance documentation (e.g., SOC reports) as required for audit and security review purposes.
• Coordinate cross-functionally with HR, Finance, and regional office stakeholders on asset, access, and onboarding/offboarding matters.
• Security & Compliance Support
• Monitor and action security alerts and policy compliance notifications (e.g., device encryption status, expired credentials, unenrolled devices) within assigned tools.
• Support periodic access reviews and audit evidence collection, including offboarding verification and look-back checks.
• Escalate suspicious activity or potential security incidents promptly in accordance with incident response procedures.
• Maintain awareness of and adherence to company IT policies, including acceptable use, data protection, and asset handling standards.

In This Role, We Are Looking For Someone With

• Technical Skills:
• Experience with Identity and Access Management (IAM) or Identity Provider (IdP) platforms such as JumpCloud, Okta, Microsoft Entra ID, or similar.
• Experience with IT Service Management (ITSM) tools such as Jira Service Management, ServiceNow, Freshservice, or similar ticketing platforms.
• Practical experience troubleshooting laptops, desktops, peripherals, and other hardware devices through remote support tools.
• Working knowledge of common endpoint operating systems (Windows, macOS), productivity applications (Google Workspace and/or Microsoft 365), networking basics, and basic user-access troubleshooting.
• Familiarity with collaboration and documentation tools such as Atlassian Confluence and JIRA.
• Understanding of basic ITSM processes, including Incident Management, Service Request Management, Escalation Management, and SLA management.
• Basic understanding of IT asset lifecycle management and hardware disposal/compliance practices is an advantage.
• Experience with automation and AI-enabled IT support tools is not required but considered an advantage.
• Soft Skills:
• Strong logical and critical-thinking skills, with the ability to systematically troubleshoot and resolve technical issues.
• Demonstrates a strong sense of urgency, ownership, accountability, and sound judgment, particularly when handling business-critical incidents.
• Strong verbal and written English communication skills, with the ability to communicate technical information clearly to both technical and non-technical users.
• Able to manage multiple concurrent tasks, incidents, and user requests while maintaining appropriate prioritization.
• Proactive and self-driven, with a high degree of ownership and initiative in identifying and resolving issues.
• Able to work effectively with internal teams, technical specialists, vendors, and business stakeholders.
• Customer-service oriented, professional, and able to remain composed when handling urgent or challenging support situations.
• Preferred Experience:
• 3-5 years of relevant experience in IT support, service desk, or IT operations role.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Comfortable working in a fast-paced, multi-market environment with regional stakeholders.

MoneyHeroGroup

What can you expect from us?

Impact

We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission.

Work

We have a team of over 350 talented individuals in 4 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives.

Culture

We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun.

Thrive

We launched in 2014, and now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career.

Reputation

We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

EEO Statement

MoneyHero Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.