Team Lead, IT System & Network Infrastructure Support

Ricoh; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading IT services provider in Malaysia is seeking an experienced IT Infrastructure Administrator to manage and support the customer’s IT environment. The role includes overseeing system performance, troubleshooting complex issues, and ensuring high levels of customer satisfaction through strong communication and service delivery. Candidates should have a degree in IT, relevant certifications, and at least 5 years of experience in IT administration, preferably in customer-facing roles.

Qualifications

• Extensive knowledge of server and network administration, virtualization, and cloud technologies.
• Expertise in troubleshooting complex IT issues across diverse environments.
• Proficiency in security protocols, disaster recovery, and IT compliance frameworks.

Responsibilities

• Manage and maintain the customer's IT infrastructure.
• Ensure timely resolution of help desk tickets according to SLAs.
• Lead IT projects, ensuring timely delivery and quality execution.

Skills

IT Infrastructure Management

Problem-Solving

Customer Relationship Management

Project Management

Analytical Skills

Education

Degree in Computer Studies or IT related field

Additional IT Certifications (ITIL, Microsoft, CompTIA, Cisco)

Job description

What we need you to do:

IT Infrastructure Administration and Support

• Manage and maintain the customer’s IT infrastructure, including servers, networks, storage, end-user devices, software and operating systems. This includes deployment, installation, configuration and upgrading.
• Ensure system uptime, performance, and reliability through proactive monitoring and optimization.
• Observe system performance and proactively identify and resolve potential issues.
• Perform routine maintenance tasks, including backups, updates, and patch management.
• Develop and implement disaster recovery and business continuity plans.
• Implement and maintain security protocols to protect the customer’s IT environment.
• Conduct regular audits, vulnerability assessments, and security updates.
• Ensure compliance with industry regulations and the customer’s internal IT policies.

Technical Support

• Act as the primary point of contact for escalated IT issues from the customer.
• Troubleshoot and resolve complex technical problems across various systems and platforms.
• Collaborate with external vendors and support teams to address technical challenges.
• Supervise and guide the team in diagnosing, troubleshooting, and resolving hardware, software, and network problems.
• Perform root cause analysis for recurring issues and implement preventive measures.
• Provide training and support to the customer’s staff on IT systems and tools.

Service Delivery Management

• Ensure timely resolution of help desk tickets or incidents, and compliance with Service Level Agreements (SLAs).
• Monitor the quality of IT support provided by the team and identify areas for improvement.
• Implement processes to enhance efficiency and minimize downtime.

Project Management

• Lead or participate in IT projects, ensuring timely delivery and quality execution.
• Coordinate with the customer’s teams and vendors to implement new technologies.
• Manage timelines, budgets, and deliverables for IT initiatives.

Documentation and Reporting

• Maintain detailed documentation of the customer’s IT systems, configurations, and processes.
• Generate and present regular reports on system health, incident resolution, and performance metrics.
• Keep records of IT inventory and licenses.

Customer Relationship Management

• Build and maintain a strong working relationship with the customer’s stakeholders.
• Communicate effectively to understand their needs, provide updates, and address concerns.
• Provide updates on support activities, system performance, and ongoing projects.
• Ensure high levels of customer satisfaction through reliable and responsive service delivery.

Commit and discharge duties in compliance with the ISO 9001 and ISO14001 requirements and standards.

Perform any other reasonable tasks being assigned from time to time.

What you'll need to succeed in this role:

• Degree in Computer studies or IT related field.
• Possess additional IT certifications such as ITIL Foundation, Microsoft, CompTIA, Cisco, etc. would be an added advantage.
• Extensive knowledge of server and network administration, virtualization, and cloud technologies.
• Expertise in troubleshooting complex IT issues across diverse environments.
• Proficiency in security protocols, disaster recovery, and IT compliance frameworks.
• Experienced in software maintenance and support.
• Proven experience (5 years or more) in IT administration with a focus on customer-facing roles.
• Prior experience in outsourced IT support or resident engineering roles is highly advantageous.
• Capability to work independently while coordinating with the customer’s teams and vendors.
• Skill in managing IT projects and cross-functional teams.
• Supervisory skill and experienced in managing a team of people.
• Strong analytical skills, resourceful, provide excellent follow-up, sense of responsibility and discipline.
• Excellent presentation, negotiation and demonstration skills.
• Effective communication skills, both technical and non-technical.
• Good command of both written and spoken in English and Bahasa Melayu.
• Available and willing to work for long hours, including after office hour and during weekend.