IT Support Specialist (1st + 2nd level support) / Penang, Malaysia

About the Role
As part of our Corporate IT organization, the Service Management team ensures reliable and efficient IT services for our employees. The team acts as the primary point of contact for IT-related requests and supports the smooth operation of workplace technology across the company.

To strengthen our team, we are looking for an IT Service Management Specialist with a focus on user support, client services, and IT service operations.

Tasks:

IT Service Desk & User Support

• Provide 1st level support for employees (also onsite), analyze and resolve technical issues or escalate complex cases to specialized teams

Client & Workplace Management

• Install, configure, and maintain client devices such as laptops, desktops, and peripherals
• Support lifecycle management of workplace hardware and coordinate/organize hardware support with vendors (e.g., Dell Premier Support)

Identity & Access Management

• Manage user accounts and access permissions
• Support the implementation of role-based access concepts
• Handle identity and access requests in accordance with internal processes

Application Support and Administration

• Provide support and adminstration for Microsoft 365 applications and services as well as for Jira application and plug ins

Process & Workflow Automation

• Support the automation of IT workflows and service processes
• Implement and maintain workflow automations using Microsoft Power Automate

IT Asset & Hardware Management

• Manage procurement and ordering of IT hardware, maintain hardware inventory and IT asset records, support planning and coordination of hardware rollouts

Your Profile

• Completed education in IT (e.g., IT Specialist, System Administrator) or a comparable qualification
• Experience in 1st and/or 2nd level IT support
• Solid knowledge of Windows client environments and Microsoft 365
• Solid knowledge of Jira
• Experience in end-user support and client management
• Experience with Power Automate or similar workflow automation tools is a plus
• Familiarity with enterprise hardware environments (e.g., Dell client systems) is an advantage
• Strong service-oriented mindset
• Good communication skills when working with end users
• Structured and solution-oriented way of working
• Team-oriented and collaborative approach