IT Support Executive, Malaysia Optical

Company Overview

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 200,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

Roles & Responsibilities

End User Support

• Support Assistant IT Manager in providing first and second-level IT support for desktops, laptops, mobile devices, printers, and peripherals.

• Diagnose and resolve hardware, software, operating system, and application issues.

• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.

• Perform onboarding and offboarding activities for employees.

Device & Asset Management

• Configure, deploy, and maintain laptops, desktops, mobile devices, and tablets.

Retail Store IT Support

• Provide remote and onsite support to retail stores.

• Troubleshoot POS systems, receipt printers, scanners, payment terminals, and store networking equipment.

• Coordinate with store users and vendors to resolve incidents and service requests.

• Support store openings, relocations, and technology refresh activities.

• Support L2 troubleshoot of META AI Glasses that is sent back from stores.

Vendor Management

• Liaise with hardware, software, and telecommunications vendors.

• Coordinate equipment repairs, warranty claims, and service requests.

• Follow up with vendors to ensure timely issue resolution.

Requirements

Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related field.

Experience

• 2-5 years of experience in IT Support, Service Desk, or Desktop Support roles.

• Experience supporting Microsoft Windows environments and Microsoft 365.

• Experience supporting retail operations or multi-site environments is an advantage.

Technical Skills

• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi-Fi).

• Mobile device management experience is preferred.

• Knowledge of ticketing systems and ITIL service management practices.

• Familiarity with endpoint security tools and remote support applications.

Soft Skills

• Strong problem-solving and analytical skills.

• Excellent customer service mindset.

• Effective communication and interpersonal skills.

• Ability to prioritize multiple tasks in a fast-paced environment.

• Self-motivated with strong attention to detail.

• Team player with a willingness to learn new technologies.

Reporting To: Assistant IT Manager 
Location: Malaysia A-LOOK Office 
Employment Type: Full-Time

Level 1/Level 2 IT Support position supporting corporate users and retail stores in Malaysia.