Job Description

Overview

Nexevo Solutions (part of SAU Group Holdings Pty Ltd, Australia) is seeking an experienced

L2 IT Support Engineer

to join our Malaysian operations. The successful candidate will support Australian and international clients across hospitality, retail, and enterprise environments ,resolving escalated technical issues, ensuring high-quality communication, and assisting L1 agents with complex troubleshooting.

Compensation & Benefits

Salary:

RM4,000 - RM5,000 per month (depending on experience)

Type:

Contract (rotational shift / fixed day shift negotiable)

Benefits:

EPF, SOCSO, Annual Leave,

Location:

Semenyih Malaysia

Key Responsibilities

Handle

L2 technical escalations

from the helpdesk (network, VoIP, CCTV, server, endpoint, cloud). Diagnose and resolve incidents involving

FortiGate, Ruckus, UniFi, Windows Server, and PBX systems (VitalPBX, FreePBX)

. Conduct proactive monitoring and remediation for hospitality and retail clients. Coordinate with Australian engineering and management teams to ensure SLA compliance. Create documentation and update internal KB for L1 agents. Provide remote support via RMM tools, Monday.com, and Teams.

Requirements

Essential:

2-4 years of experience in IT support or system/network administration. Strong grasp of Windows Server, DHCP/DNS, firewalls, and VPN configuration. Confident in VoIP (SIP troubleshooting, extensions, call flow). Fluent English (spoken & written) with strong customer-facing communication. Available to work on rotating shifts (day or mid).

Desirable:

Experience with FortiGate, Ruckus, UniFi, or Grandstream environments. Exposure to hospitality / retail IT environments.

Personality Fit

We're looking for someone who is:

Calm under pressure and confident on calls with clients. Naturally curious and proactive in problem-solving. Willing to mentor L1 agents and take ownership of issues.
Job Type: Contract
Contract length: 12 months

Pay: RM1,453.33 - RM5,000.00 per month

Benefits:

Flexible schedule Opportunities for promotion Professional development
Work Location: In person