Senior L2 IT Support Engineer

Xcon Technology Solutions Sdn Bhd; Johor; On-site; MYR 56,000 - 89,000; Full time

Job summary

Xcon Technology Solutions Sdn Bhd is seeking an IT support professional to be the face of the client site in Malaysia and Singapore. You will handle L1 requests, keep client environments healthy, and escalate to L3 only when necessary, balancing client-site visits with office work.

Responsibilities include managing tickets in Jira Service Management, onsite maintenance, deploying endpoints and common IT infra, and administering Microsoft 365 and Entra ID.

Qualifications

• 2+ years in IT support, systems, or managed services.
• Working rights in Malaysia, own transport and valid licence, willing to travel to client sites in Johor and occasionally Singapore.

Responsibilities

• Own day-to-day support tickets end to end in Jira Service Management. First-time fix where possible, clean escalation where not.
• Scheduled onsite visits: preventive maintenance, health checks, hardware and network issues, user support.
• Deploy and maintain endpoints, servers, printers, switches, access points, and CCTV or door access where the client uses it.
• Administer Microsoft 365 and Entra ID: users, licences, mailboxes, shared resources, basic security policies.
• Monitor alerts from our RMM stack and act on them before the client calls.
• Keep client documentation in system current after every change. Undocumented work is unfinished work.
• Be the client’s contact on site. Explain plainly, set expectations, follow up.

Skills

Windows 10/11 basics

Windows Server basics

Active Directory

Microsoft 365 administration

Networking fundamentals

TCP/IP

DNS

DHCP

VLAN

VPN

Firewall basics

Hardware troubleshooting

Ticketing discipline

English language

Bahasa Malaysia

Mandarin

Tools

MS 365 administration

Job description

About the Company

Xcon is the outsourced IT department for SMEs across Malaysia and Singapore. This role is our face at the client site. You handle what reaches you from L1, you keep client environments healthy, and you upscale to backend only when it genuinely needs L3. Split roughly between client sites and our office. You need to be comfortable in both.

About the Role

This role is our face at the client site, handling what reaches you from L1, keeping client environments healthy, and escalating to backend only when it genuinely needs L3, with work split roughly between client sites and our office.

Responsibilities

• Own day-to-day support tickets end to end in Jira Service Management. First-time fix where possible, clean escalation where not.
• Scheduled onsite visits: preventive maintenance, health checks, hardware and network issues, user support.
• Deploy and maintain endpoints, servers, printers, switches, access points, and CCTV or door access where the client uses it.
• Administer Microsoft 365 and Entra ID: users, licences, mailboxes, shared resources, basic security policies.
• Monitor alerts from our RMM stack and act on them before the client calls.
• Keep client documentation in system current after every change. Undocumented work is unfinished work.
• Be the client's contact on site. Explain plainly, set expectations, follow up.

Qualifications

• 2+ years in IT support, systems, or managed services
• Working rights in Malaysia, own transport and valid licence, willing to travel to client sites in Johor and occasionally Singapore
• Job Type: Full-time

Required Skills

• Windows 10/11 and Windows Server basics, Active Directory, Microsoft 365 administration
• Networking fundamentals: TCP/IP, DNS, DHCP, VLAN, VPN, and basic firewall work
• Hardware troubleshooting on desktops, laptops, and servers
• Ticketing discipline. You update tickets as you work, not at the end of the day
• Conversational English and Bahasa Malaysia. Mandarin is an advantage with our client base
• Language:
• Mandarin (Required)
• English (Required)
• Work Location: In person

Preferred Skills

• Nice to have: MSP or IT vendor background, Fortinet or Sophos or Microsoft certifications, PowerShell scripting, backup and DR exposure.

Pay range and compensation package

Not specified.

Equal Opportunity Statement

Not specified.