Infrastructure Support Engineer

Job Propose

Responsible for Level 1 end -user IT support and Level 2 network infrastructure support for the Malaysia site. The role ensures timely resolution of user incidents, stable network operations, effective troubleshooting, and reliable support for local IT services, while escalating complex issues and coordination with regional infrastructure teams when required.

Responsibilities

End-User Support

• Provide first -line support for user incidents and service requests, including PCs, laptops, printers, meeting room equipment, Microsoft 365, basic application access, and account -related issues

Network and vSAN Infrastructure Support

• Support Level 2 troubleshooting for LAN, WAN, Wi -Fi, switches, access points, cabling, firewall connectivity, VPN, basic network performance issues, and vSAN - related infrastructure support including monitoring, incident coordination, and escalation.

IT Operations and Asset Support

• Perform IT asset preparation, deployment, inventory updates, endpoint basic, maintenance, and support onboarding / offboarding activities for local users.

Documentation and Compliance

• Maintain support records, troubleshooting notes, network documentation, asset records, and follow IT security and operational procedures.

Balancing urgent end -user support requests with network troubleshooting priorities; supporting a distributed regional IT environment while maintaining service quality; diagnosing intermittent network and connectivity issues with limited downtime; coordinating with vendors and regional infrastructure teams across locations and time zones.

Education / Qualification / Professional Experience

• Diploma or degree in Information Technology, Computer Science, Network Engineering, or related discipline.
• Minimum 2 –4 years of hands -on experience in IT support, desktop support, service desk, or network support role.

Essential Technical Capabilities

• Strong troubleshooting skills for Windows endpoints Microsoft 365, printers, basic applications, and user account/access issues.
• Good understanding of LAN/WAN, TCP/IP, DNS, DHCP, VLAN, Wi -Fi, switching, routing, VPN, and basic firewall connectivity concepts.
• Experience using IT ticketing tools, documenting incidents, following service management processes, and escalating issues effectively.
• Ability to support IT asset lifecycle activities including deployment, inventory update, basic maintenance and recovery

Desirable Technical Capabilities

• Experience supporting enterprise wireless solutions, network monitoring tools, and managed switches or access points.
• Knowledge of IT security practices, endpoint protection, patching, backup awareness, and access control principles.
• Experience coordinating with vendors for hardware replacement, cabling work, ISP troubleshooting, or warranty support.
• Basic familiarity with Microsoft Intune, Entra ID, VMware

Behavioural Competencies

Customer -focused, responsive, accountable, detail -oriented, proactive in problem solving, able to work independently, communicate clearly with users and regional teams, and remain calm under pressure during incidents.