IT Infrastructure Support Engineer

Responsibilities:

• General IT and Business Technology Support:

  • Provide end-user support for IT-related issues, including hardware, software, business applications, printing, telephony, meeting room technology, video conferencing, and connectivity.
  • Support daily IT operations by assisting users with devices, system access, technology adoption, and service requests.
  • Manage and resolve IT requests through the IT Service Management (ITSM) platform, ensuring timely completion or escalation when necessary.
  • Maintain ownership of incidents and deliver excellent customer service through effective communication with users, vendors, stakeholders, and IT teams.
  • Provide occasional after-hours support for critical incidents, maintenance, or urgent business needs.
  • Collaborate closely with the Australia IT team on support activities, technical updates, and regional IT initiatives.
  • Travel to the Johor site as required to support IT operations, troubleshooting, maintenance, projects, and incident response.

• Level 2 / Level 3 Troubleshooting:

  • Perform Level 2 and Level 3 technical troubleshooting for complex and escalated IT issues.
  • Diagnose and resolve problems related to users, devices, applications, identity management, authentication, and network connectivity.
  • Support and troubleshoot Microsoft 365, Windows, Active Directory, Entra ID, Intune, Conditional Access, MFA, VPN, Wi-Fi, DNS, DHCP, and endpoint security solutions.
  • Manage issues involving cloud application access, device registration, authentication processes, and hybrid identity environments.
  • Collaborate with internal teams, vendors, and service providers to resolve advanced infrastructure, application, and security incidents.
  • Maintain accurate documentation of investigations, solutions, workarounds, known issues, and permanent fixes to support knowledge sharing and continuous improvement.

• Server, Network, and Cloud Environment Support:

  • Provide support for basic server administration, monitoring, and daily operations under senior IT guidance.
  • Manage and troubleshoot Active Directory, user accounts, groups, computers, Group Policy, file shares, print services, permissions, and server connectivity.
  • Support and resolve issues across LAN, WAN, Wi-Fi, VPN, DNS, DHCP, firewalls, routing, switching, VLANs, SD-WAN, and internet connectivity.
  • Diagnose connectivity problems involving sites, users, servers, cloud services, VPNs, and business applications.
  • Assist with network infrastructure maintenance, including switch ports, cabling, patching, access points, and hardware troubleshooting.
  • Utilize standard network troubleshooting tools such as Ping, Tracert, Nslookup, Ipconfig, logs, and monitoring dashboards.
  • Maintain accurate network documentation, site diagrams, IP address inventories, connectivity records, and escalation procedures.

• Microsoft 365, Azure, and Identity Administration:

  • Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Microsoft Office.
  • Manage user accounts, including password resets, license assignments, onboarding, offboarding, and group membership administration.
  • Maintain and support Microsoft Entra ID users, groups, and identity-related configurations.
  • Troubleshoot authentication, Conditional Access, Intune-managed devices, cloud services, and access-related issues.
  • Assist users with Teams meetings, collaboration tools, mobile access, and digital workplace adoption initiatives.

• Laptop, Device, and End-User Computing Support:

  • Configure, deploy, and provide support for Windows laptops, desktops, docking stations, monitors, printers, peripherals, and meeting room technology.
  • Prepare and set up devices for new employees, as well as manage device replacements, upgrades, and redeployments.
  • Maintain accurate IT asset inventories, equipment records, and device lifecycle tracking.
  • Support hardware repairs, warranty claims, endpoint security remediation, and overall equipment lifecycle management.

• Documentation, Process Improvement, and Innovation:

  • Maintain accurate and detailed ticket updates, technical documentation, knowledge base articles, and resolution records.
  • Contribute to process improvements, standard operating procedures (SOPs), and continuous service enhancement initiatives.
  • Stay informed on emerging technologies, including AI-powered productivity and automation tools, and support their practical adoption in the workplace.
  • Identify and implement opportunities to automate repetitive tasks, improve service delivery, and enhance the overall user experience.

Requirements:

Education: Certificate IV, Diploma, Bachelor's Degree in Information Technology, Computer Science, or equivalent practical industry experience.

Experience: Minimum 3 years of experience in IT infrastructure, systems, network, or desktop support, including Level 2 and Level 3 troubleshooting.

Technical Skills:

• Strong knowledge of Microsoft 365, Azure, Entra ID, Intune, Autopilot, Conditional Access, MFA, and Hybrid Identity.
• Experience supporting Windows environments, cloud identity management, and end-user computing.
• Familiar with Active Directory, Group Policy, file/print services, and basic Windows Server administration.
• Strong networking expertise in TCP/IP, LAN/WAN, Wi-Fi, VPN, DNS, DHCP, VLANs, routing, switching, firewalls, SD-WAN, and network monitoring.
• Ability to troubleshoot connectivity, cloud services, business applications, security, and authentication issues.
• Experience with ITSM/ticketing systems (e.g., ManageEngine).
• Knowledge of cybersecurity best practices, endpoint security, and Bitdefender management.
• Exposure to AI and automation tools such as Microsoft Copilot, ChatGPT, and Power Automate.
• Knowledge of Citrix Virtual Apps & Desktops and Azure Virtual Desktop is an advantage.

Soft Skills & Attributes:

• Strong communication, customer service, analytical, troubleshooting, and documentation skills.
• Customer-focused, friendly, reliable, and accountable.
• Detail-oriented with strong organizational skills.
• Able to work independently and collaboratively while managing multiple priorities.
• Adaptable, curious, and committed to continuous learning.
• Passionate about IT operations, cloud technologies, cybersecurity, service improvement, and digital productivity tools.

Other Requirements:

• Valid Malaysian driving licence and willingness to travel to Johor sites as required.