Job Description

Job Summary

Lenovo PCCW Solutions (LPS) is seeking a proactive and customer-focused IT Support Specialist to join our Internal IT team. This role will provide critical technical support to our employees, ensuring seamless operation of IT systems, resolving hardware/software issues, and maintaining high levels of user satisfaction. The ideal candidate will have strong troubleshooting skills, a service-oriented mindset, and experience in a dynamic IT environment.

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Key Responsibilities

1. End-User Support & Incident Management

Provide Level 1/2 IT support via ticketing systems, email, chat, and in-person.

Troubleshoot and resolve issues related to hardware (laptops, printers, peripherals), software (OS, MS Office, collaboration tools), and network connectivity.

Escalate complex issues to senior engineers or relevant teams while maintaining ownership of the ticket.

2. IT Infrastructure & System Maintenance

Assist in managing and maintaining corporate IT assets (Lenovo devices, network equipment, VoIP systems).

Support the deployment and configuration of new hardware/software, including imaging and setting up laptops for new hires.

Perform routine checks and maintenance of IT systems to ensure availability and performance.

3. Access & Identity Management

Manage user accounts, permissions, and access rights in Active Directory, Azure AD, and other enterprise systems.

Facilitate onboarding/offboarding processes, including account creation/deactivation and equipment setup/retrieval.

4. Security & Compliance

Enforce IT security policies, including antivirus updates, patch management, and data protection protocols.

Educate users on cybersecurity best practices and assist in responding to security incidents.

5. Documentation & Process Improvement

Maintain accurate documentation of solutions, procedures, and inventory.

Identify opportunities to optimize IT processes and enhance user experience through automation or improved workflows.

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Qualifications & Experience

Essential:

Diploma/Degree in IT, Computer Science, or related field.

2+ years of experience in IT support or service desk roles.

Proficiency in supporting Windows OS, Microsoft 365, and collaboration tools (Teams, SharePoint).

Hands-on experience with hardware troubleshooting (Lenovo/PC/printers) and basic network troubleshooting (TCP/IP, VPN, Wi-Fi).

Familiarity with ITSM tools (e.g., ServiceNow, Jira).

Desirable:

Certifications such as ITIL v4, Microsoft Modern Desktop, or CompTIA A+.

Experience in multinational or technology-driven organizations.

Knowledge of MDEC compliance or cybersecurity frameworks.

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Competencies & Behaviors

Customer-Centric: Patience and empathy in addressing user needs.

Problem-Solver: Analytical approach to diagnosing and resolving issues.

Adaptability: Thrives in a fast-paced environment with shifting priorities.

Team Player: Collaborates effectively with local/regional IT teams.

Job Type: Full-time

Pay: RM2,500.00 - RM6,000.00 per month

Benefits:

Dental insurance Health insurance Opportunities for promotion Professional development Vision insurance
Experience:

related: 2 years (Preferred)
Language:

English, Mandarin, Cantonese (Preferred)
Work Location: In person