Job Description

Responsibilities:

• Incident and Service Management:

• Act as the primary point of contact for all IT incidents and service requests, providing timely and professional support via phone, email, and in-person.
• Oversee the logging, prioritization, and assignment of incidents and service requests using Jira ITSM tool, ensuring thorough documentation and effective resolution tracking.
• Take ownership of incidents, manage them through to resolution while strategically escalating to appropriate teams to maintain SLA compliance and enhance service delivery.
• Technical Support, Network Administration, and Application & System Management:

• Provide Level 1 and Level 2 support for laptops, standard applications, customized business application and IT infrastructure components.
• Manage user accounts, permissions, access controls, and oversee routine backup processes to ensure data integrity and security.
• Troubleshoot and resolve issues related to network connectivity, infrastructure components (e.g. printers, access control systems, CCTV), while conducting root cause analysis for recurring problems to implement long-term resolutions.
• Collaborate with corporate teams to manage network infrastructure, including setup, installation and maintenance of network switches, wireless access points and controllers.
• Lead in the setup, configuration, and support of Video Conferencing (VC) equipment including Microsoft Teams Rooms (MTR) and integrated VC solutions for meetings, events, and conferences, ensuring seamless communication and connectivity.
• Asset Management and Procurement:

• Oversee the lifecycle of IT assets, including procurement, configuration, maintenance, and disposal, ensuring optimal resource utilization and compliance.
• Coordinate with vendors for quotations, manage purchase orders, and streamline delivery logistics, while ensuring adherence to contractual obligations and budget constraints.
• Maintain comprehensive and accurate records of licenses, contracts, and statutory compliance related to IT assets and services, facilitating effective audits and reporting.
• Security and Compliance:

• Implement and enforce security policies and procedures to safeguard the company\'s IT infrastructure from cyber threats.
• Monitor and maintain compliance with quality standards, service level agreements, and regulatory requirements.
• Manage incident response initiatives in the event of a security breach or system failure.
• Participate in ISMS audits by providing insights and documentation related to information security practices, ensuring compliance with established standards and continuous improvement of the security framework.
• Vendor and Partner Management:

• Engage with vendors and partners to resolve technical issues related to hardware, software, and IT services.
• Liaise with authorized service providers for warranty claims, replacements, and service maintenance.
• Evaluate vendor performance through regular assessments and feedback, ensuring alignment with organizational goals and service level agreements.
• Negotiate contracts and service agreements to optimize costs and enhance service delivery.
• Monitor industry trends and emerging technologies to improve service offering internally.

Requirements:

• Bachelor\xe2\x80\x99s degree in computer science, Information Technology, or related field preferred.
• Minimum 5 years or above working experience in IT field.
• Familiar with incident management systems and ITIL framework practices.
• Effective communication skills with a customer-focused approach while ensuring compliance with ISMS standards and regulations.
• Ability to manage multiple priorities and work effectively under pressure.
• Possess continuous improvement and digitalization initiatives mindset.
• High Integrity and demonstrate sound work ethics, promoting a professional and respectful work environment.

Life at Arvato Systems Malaysia:Are you ready to join a team that continuously nurtures creativity, champions entrepreneurship, and values every individual\'s contribution? Our agile and collaborative culture cultivates empowerment through ownership, trust, and respect. Within this environment, we innovate through value creation and delving into technology, shaping boundless possibilities in our ecosystem.What\'s in it for YOU:

• Innovate Fearlessly: We fearlessly challenge the status quo. Innovation runs deep within our core, and we\'re continually seeking groundbreaking solutions. Your ideas matter, and we offer the platform for them to flourish.
• Invest in Growth: We prioritize your professional development with diverse learning, mentorship, and resources nurturing your growth through ample training opportunities.
• Work-Life Harmony: At our company, we prioritize work-life harmony, championing flexibility, and support to ensure your welfare. Your mental wellness is our priority. We\'re committed to fostering a healthy balance between work and personal life for a happier, healthier you.
• Attractive Benefits: Our flexible benefits package is designed to cater to your individual needs, complemented by exclusive perks such as Birthday Leave, Family Care Leave, and sponsored meals.
• Collaboration over Competition: Teamwork isn\'t just an idea here - it\'s our way of life.
• Thriving on Diversity: Embracing unique viewpoints and backgrounds, we ensure Equity and Inclusivity are at the heart of our success.
• Celebrate Success: From big wins to small victories, every achievement deserves its moment in the spotlight. From project milestones to personal goals and team triumphs, we\'re all about raising the flag high for success!
• Wellness & Well-being are Fundamental: We view wellness as more than personal health - it\'s the foundation of our caring, connected community. This emphasis on well-being drives our culture of rapid exploration and learning, propelling us forward together.
• Uniting through Fun: From annual company trips to quarterly team outings, we build trust and camaraderie by engaging in enjoyable activities together.
• Giving Back: Rooted in our values, we actively engage in initiatives supporting meaningful causes that benefit society. Our commitment to Corporate Responsibility is the cornerstone of our journey toward excellence.

Join Arvato Systems Malaysia for a transformative career journey. Our commitment to fair opportunities means we value skills and performance above all else - everyone is welcome to build a brighter future together.About usGlobal IT specialist Arvato Systems supports major companies through Digital Transformation. About 3,300 staff in over 25 locations epitomize in-depth technology expertise, industry knowledge, and focus on customer requirements. Working as a team, we develop innovative IT solutions, transition our clients into the Cloud, integrate digital processes, and take on IT systems operation and support.Interested? Then send us your application! We welcome applications from people who contribute to the diversity of our company. Please feel free to send us your detailed application including certificates and your salary expectations.Arvato Systems Malaysia Sdn Bhd

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