Job Description

About the Role

We are seeking a Protech Assistant Manager to support our Internal IT and Managed Services operations. This role requires strong technical knowledge, planning capability, and leadership to ensure smooth team coordination, efficient project delivery, and the implementation of ICT and Managed Service solutions that meet both technical and business needs.

Job Responsibilities

Assist in day-to-day ICT infrastructure, Managed Services, and Internal IT operations to ensure high availability and performance. Plan, coordinate, and support ICT and Managed Services project delivery based on client requirements, timelines, and SLAs. Lead and support Protech and Internal IT teams by assigning tasks, monitoring performance, and ensuring effective teamwork. Manage the provisioning, monitoring, and continuous improvement of Managed Services (cloud, network, cybersecurity, IT support). Act as a key point of contact for clients and internal stakeholders, ensuring service expectations are met. Provide advanced technical support for escalated ICT issues involving systems, networks, or applications. Monitor service performance and prepare regular reports (system health, incidents, SLA compliance). Identify opportunities for operational improvement and implement solutions to enhance productivity and service quality. Maintain accurate documentation (systems, processes, project plans, service records). Ensure all ICT and Managed Services operations follow regulatory, security, and compliance standards. Assist in resource planning, capacity management, and budgeting for ICT and Managed Services initiatives. Support onboarding, training, and upskilling of technical team members.

Job Requirements

Bachelor's degree in IT, Computer Science, Engineering, or related field. Certifications such as ITIL, CompTIA, CCNA/CCNP, MCSA/MCSE are an advantage. Strong understanding of ICT infrastructure (servers, networking, cloud platforms, cybersecurity). Experience with Managed Services tools (RMM, ITSM platforms, backup solutions). Knowledge of ITIL or COBIT frameworks. Proficient in troubleshooting hardware, software, and network issues. Familiarity with cloud platforms (AWS, Azure, Google Cloud) and virtualization (VMware, Hyper-V). Experience supervising or coordinating technical teams. Strong planning, prioritization, and multitasking skills. Proven ability to manage multiple projects or service streams. Experience working with vendors and stakeholders. Strong communication skills in English (and local language if applicable). Ability to explain technical concepts to non-technical users. Customer-service oriented with experience in client-facing environments. Strong analytical and critical-thinking skills. Typically 3-5 years' experience in technical support/ system or network admin roles. At least 1-2 years in supervisory/lead/assistant manager roles in ICT or Managed Services. Willingness to work flexible hours or be on-call when required. Strong documentation skills and familiarity with service management processes.
Job Types: Full-time, Permanent

Pay: Up to RM8,000.00 per month

Benefits:

Health insurance Opportunities for promotion Professional development
Application Question(s):

Do you have experience supervising or leading a technical team? Do you have at least 3-5 years of experience in technical support, system administration, or network administration? Do you have hands-on experience with Managed Services tools (e.g., RMM, ITSM platforms, backup solutions)?
Work Location: In person