Ambu Global Hub is establishing a new IT Global Services team in Malaysia. We are looking for an IT Service Support Specialist that will be based on-site in our Penang office to act as hands and feet activities related to IT Support, and responsible for the “day-to-day” delivery of the IT activities. This role is responsible for addressing, and escalating service failures (Logging and handling tickets). This is an individual contributor role and will be working and collaborating closely with Global colleagues.
Areas of responsibility:
o Responsible to ensure that IT onsite activities will be executed. Guide users on how to get support, ensuring that all IT issues have tickets logged by the users, and Global IT processes are followed.
- Ensures IT Knowledge is captured and promoted across stakeholders globally
- Supports Global Incident Management Process and all Global IT Processes
- IT Service Support Specialist must follow all Global IT QHB and SOP.
o Support on Microsoft O365, User Administration, Mobile devices, meeting/Teams room and A/V Equipment, printer services, on/offboarding, Software installation, Coordinate software licenses with Global IT, and adhere to Global IT policies. The areas to support are described in details as follow :
Printing Services
Services to support and maintain printing such as toner replacement, printer consumable stock, move and printer set up
IT equipment
Stock Management (Including inventory), laptop setup/repair/purchase/disposal/imaging in agreement with Corporate policies and supplier.
Mobile and telephony – Configuration and device wiping
Meeting Rooms
Equipment support (TV, cable, projector, PA system, etc)
Lenovo Smart Hub Set up, hardware and accessories order, initial troubleshooting and escalation.
Network
Initial troubleshooting and escalation to Infrastructure, and where requires hands and feet.
Applications support
Basic support for some local applications where applicable
- Provide “heads and feet” supports in the global hub.
- Support APAC remote sites with IT Support and Services.
- Properly escalate unresolved issues to the appropriate IT team and/or R&D , facility team, either the internal level 3 support team or external suppliers, for a permanent fix or further investigation and expertise.
- Support Global IT project implementation and processes
- Other duties as assigned
Suggested candidate profile
Skills and experiences can be earned in many different ways, and we understand that the best fit for the role cannot be prescribed on paper. You are however likely to succeed in this position if you:
- Candidate must possess minimum of Diploma in IT, computer science or equavalent.
- Strong oral and written communication skills in English.
- Some years of experience in an IT support or help desk role, preferably in the IT or technology industry
- Strong technical skills, including knowledge of Windows operating systems, Microsoft Office suite, and common software applications
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues
- Effective communication skills, both written and verbal, to interact with clients and team members
- Ability to work independently and as part of a team, with a focus on providing exceptional customer service
- Relevant certifications (EG: ITIL, CCNA, Comptia) would be an advantage
- Cross-culture communication: Collaboration with colleagues from diverse culture backgrounds, ensuring effective communication and understanding
- Provide on call supports during off office hours when required