EXECUTIVE, SERVICE DELIVERY

GENERAL DESCRIPTION

Responsible for providing technical assistance, troubleshooting, and operational support for end‑user devices, systems, network and IT infrastructure. The position ensures smooth daily operations, timely issue resolution.

JOB DESCRIPTION

• Install, configure, maintain, and troubleshoot end‑user devices including desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware, software, and operating system issues, including component replacement when required.
• Support and maintain video conferencing, audio‑visual, and collaboration tools for meetings and events.
• Coordinate IT setup and technical support for online, offline, and hybrid meetings, conferences, and company events.
• Perform regular system maintenance, updates, and security patching to ensure performance and compliance.
• Assist in monitoring and troubleshooting network connectivity and internet access issues.
• Admin the IT monitoring systems to ensure complete visibility and early detection of system, network, or application issues.
• Manage the SMS gateway to support system alerts, notifications, and operational messaging.
• Support server room operations, including hardware upkeep, environmental monitoring, and infrastructure maintenance.
• Prepare and submit the monthly IT checklist, ensuring compliance with internal IT standards, policies, and procedures.
• Manage IT asset inventory, documentation, and lifecycle tracking for end‑user devices.
• Create and maintain technical documentation, SOPs, and IT procedures.
• Participate in a 24×7 on‑call rotation and provide after‑hours support when required.
• Perform ad‑hoc operational, reporting, and project support tasks, including support for KPJ Hospitals and Companies.

JOB REQUIREMENT

Education:

At least a Diploma in Computer Science or equivalent professional

qualification

Knowledge and Experiences:

• 1 - 3 years of experience in IT support, or technical support roles.
• Strong experience supporting Windows and/or macOS environments, and mobile devices (iOS/Android).
• Hands-on experience resolving hardware, software, and network-related issues.
• Experience supporting online, offline, and hybrid meetings, including AV and video conferencing systems.
• Experience maintaining IT asset inventory, documentation, SOPs, and baseline configurations.
• Knowledge of IT monitoring tools and ticketing/helpdesk platforms is an advantage.

Skills & Competencies:

Special skills required

• End-User Device Support: Install, configure, and troubleshoot PCs, laptops, mobile devices, printers, and AV/video conferencing equipment.
• OS & Software: Strong knowledge of Windows OS, basic macOS/mobile OS support, and Office 365 applications.
• Networking Basics: Understanding TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and Internet Access troubleshooting.
• Server & Infrastructure: Familiarity with Windows Server, Active Directory, Group Policy, patching, and basic server room maintenance.
• Event & Meeting Support: Manage IT requirements for online, offline, and hybrid meetings and events.
• Monitoring: Understanding of network and server monitoring systems.
• Security: Knowledge of endpoint security, updates, and general cybersecurity best practices.
• Attention to detail by ensuring that incidents and service requests are accurately logged, escalated, categorized, and documented
• Managing multiple tickets and tasks effectively and understanding how to prioritize issues.

Personal attributes

• Strong communication and interpersonal skills.
• Customer-oriented with a positive attitude toward problem-solving.
• Dependability and accountability
• Ability to work in a fast-paced environment and manage multiple priorities