IT Support Engineer

Salary: RM 4,700 – RM 7,000 per month

(We're expanding the team in Malaysia, so this is a newly opened headcount.)

Reolink, a leader in intelligent visual technology for homes and businesses, was founded in 2009 by a group of engineers with a strong commitment to and passion for smarter security solutions.

Our products are now trusted by millions of users across more than 110 countries and regions worldwide. Building on this trust, we continue expanding our presence and bringing our innovations to more markets around the globe. Reolink remains committed to delivering advanced, reliable, and user‑centric solutions that empower people to protect what matters most.

Role Overview

As an IT Support Engineer, you will serve as the technical backbone for our global operations and local Malaysia office. In this role, you will deliver first-class L1/L2 IT support, administer Microsoft 365 and Power Platform applications, manage endpoint infrastructure, and oversee local office hardware and IT logistics. Working closely with global IT teams and cross-functional departments like HR, you will ensure seamless user onboarding, robust systems security, and high-efficiency operational workflows.

Job Responsibilities:

• Service Desk & L1 Support: Act as the first point of contact for global IT issues via ticketing, email, chat, and phone. Perform L1 remote troubleshooting, log and track tickets within SLAs, and escalate complex issues to L2/L3 teams.

• Endpoint & Systems Administration: Provision, configure, and deploy laptops/desktops. Manage VPN, Wi-Fi, basic network connectivity, IT asset inventories, and software licenses. Assist with basic endpoint security alerts and escalation.

• Microsoft 365 & User Provisioning: Coordinate with HR to handle employee onboarding/offboarding, access rights, and password/MFA resets. Manage M365 services (Teams, OneDrive, SharePoint, Power Automate) and support custom Power Apps applications.

• On-Site Office & Logistics Support: Provide hands-on hardware support for the local Malaysia office, including meeting room AV, printers, and peripherals. Handle local IT equipment procurement, staging, and logistics.

• Documentation & Continuous Improvement: Maintain clear ticket records and update internal knowledge bases, SOPs, and user self-service guides. Participate in global IT projects, system rollouts, and ad-hoc tasks.
  

Job Requirements:

1. Bachelor's degree or higher in Computer Science, Network Engineering, Information Management, or a related field. 1–3 years of experience in L1/L2 IT support, IT service desk, or desktop support role.

2. Operating Systems & Hardware: Hands-on experience with Windows/macOS troubleshooting, laptop/desktop provisioning, printers, and meeting room AV equipment.

3. Cloud & Collaboration Tools: Proficiency in Microsoft 365 administration (Teams, OneDrive, SharePoint) and familiarity with Microsoft Power Platform (Power Apps, Power Automate).

4. Network & Security: Solid understanding of basic networking (VPN, Wi-Fi, TCP/IP, switches) and IT security practices (MFA, identity management, phishing response).

5. Service Desk & Tools: Experience using IT Service Management (ITSM) ticketing systems and remote desktop support tools.

6. Strong service orientation, communication, and coordination skills, with the ability to respond promptly and resolve issues effectively.

7. Logical thinking ability and strong documentation skills. Proficiency in both Mandarin and English as working languages.