Senior IT Support Officer

About the role

The Senior IT Support Officer provides hands-on, on-site technical support for users and airport operations at Kuala Lumpur International Airport (KLIA), with remote support for other Malaysia and Asia Pacific locations as required. The role focuses on end-user support, workplace technology, device management, connectivity, and operational IT services, helping to maintain reliable and secure technology services in a fast-paced airport environment.

The successful candidate will work closely with local users, airport stakeholders, regional IT teams, and external service providers to support day-to-day operations, incidents, technology deployments, and regional initiatives.

Key responsibilities

User & Technical Support

1. Provide on-site technical support to users and operations at KLIA, together with remote support for other Malaysia and Asia Pacific locations when required.
2. Troubleshoot laptops, desktops, mobile devices, Microsoft 365 applications, printers, peripherals, meeting room technology, and other workplace technology.
3. Support workstation setup, relocation, hardware deployment, user onboarding, and basic user guidance.
4. Provide practical support with minimal disruption to time-sensitive airport and business operations.

Incident & Service Request Management

1. Manage incidents and service requests through the IT ticketing system and maintain clear, accurate updates.
2. Perform initial diagnosis and troubleshooting, restore service where possible, and coordinate escalation when required.
3. Work with vendors, airport stakeholders, and regional teams to resolve issues within agreed service levels.
4. Provide timely communication to affected users and relevant stakeholders during service disruptions.

Device & Asset Management

1. Install, configure, replace, and troubleshoot end-user devices and approved peripherals.
2. Maintain accurate asset, inventory, assignment, and lifecycle records.
3. Coordinate equipment repair, replacement, stock control, secure disposal, and return activities.
4. Ensure supported devices comply with company technology and security standards.

Infrastructure & Airport Operational Support

1. Perform basic troubleshooting for LAN, Wi-Fi, Internet connectivity, cabling, and local infrastructure issues.
2. Support local office areas, airport work locations, meeting spaces, and business operational systems within the role scope.
3. Coordinate with airport service providers and third-party vendors for access, maintenance, and issue resolution.
4. Assist with technology deployments, upgrades, testing, preventive maintenance, and service improvement activities.
5. Provide on-site support outside normal business hours when planned operational work or critical incidents require it.

Security, Compliance & Documentation

1. Follow company IT, information security, data protection, and acceptable-use policies.
2. Support approved user access administration and joiner, mover, and leaver activities.
3. Assist with audit, compliance, asset verification, and evidence-gathering requirements as required.
4. Maintain accurate support documentation, troubleshooting records, procedures, and knowledge articles.
5. Comply with applicable airport access, safety, security, and operational requirements.

Job Requirements

• Diploma or Bachelor's Degree in Information Technology or a related discipline, or equivalent practical experience.

• Minimum 3 years of experience in IT Support, Desktop Support, Field Support, or Technical Support roles.

• Experience supporting Microsoft Windows and Microsoft 365 environments.

• Experience providing hands-on support across multiple sites or operational locations is preferred.

• Experience in airport, aviation, logistics, retail, hospitality, or other operational environments is an advantage.

• Experience coordinating with external vendors and regional support teams is preferred.

• Technical Skills

  • Windows 10/11 support
  • Microsoft 365 and Microsoft Teams
  • Hardware deployment, imaging, configuration, and troubleshooting
  • Basic networking, including LAN, Wi-Fi, Internet connectivity, and cabling
  • IT Service Management (ITSM) tools and ticket handling
  • Basic understanding of identity, endpoint security, and access management

• Preferred Skills

  • Exposure to Microsoft Intune, Microsoft Entra ID, Microsoft Defender, endpoint management, or Microsoft 365 administration will be highly regarded.
  • Relevant IT support or service management certifications are an advantage.