Job Description

We are seeking a MIS (ITS) Administrator (Customer Experience Engineer) to expand our team - ideally based in Cyberjaya. This role requires you to manage and maintain the organization\'s Management Information Systems. You will also be involved in overseeing the entire MIS infrastructure, ensuring its optimal performance, data security, and scalability. Aside from that, you will also collaborate with IT managers and other stakeholders to implement and improve information systems that support the organization\'s business objectives. Your core objective is to restore service for the customer as quickly as is possible, within the defined customer service level agreements (SLAs). You will provide a single point of contact for ownership of escalated requests and issues.

Job Responsibilities

Support and Issue management

Communicating timely and accurate information to clients regarding service availability and functionality

• Responding to phone, email, walk-in, and event alerts within defined SLAs
• Supporting for Internal IT infrastructure, so onsite presence is expected.
• Responding, diagnosing, and resolving issues and requests quickly with an analytical and systematic approach. Using documentation, problem solving, and research where needed
• Managing competing priorities between inbound requests and ITSM queue to ensure services are delivered within expected time limits.
• Correctly identifying incident priority and acting within Incident Management processes. Ensuring accurate and comprehensive notes captured in ITSM tool for each event.
• Prioritizing daily work as directed by Operations Manager, IT Systems Manager, and/or other stakeholders.
• Work along with counterparts in Internal IT from all Logicalis Australia locations
• The BAU support will also involve support horizontally.
• Other tasks relevant to the job scope as stipulated by management.

System Maintenance and Support

• Perform the day-to-day operations of the MIS, including hardware, software, databases, and network infrastructure.
• Troubleshooting complex technical issues and providing timely resolutions.
• Ensure that all system components are up-to-date and functioning efficiently.

Security and Access Control

• Establish and maintain comprehensive security protocols and access controls to protect sensitive information.
• Conduct regular security audits and vulnerability assessments to identify and mitigate potential risks.
• Stay updated on the latest security threats and implement necessary measures to safeguard the organization\'s data.

System Upgrades and Integration

• Planning and execution of system upgrades, software updates, and technology migrations.
• Evaluate and integrate new technologies and software solutions to improve MIS operations.
• Collaborate with IT teams to ensure seamless integration between MIS and other systems.

Escalations and Vendor Management

• Escalating cases as required, internally and to third-party vendors.
• Communicating with and managing vendors to provide quick issue resolution.
• Escalation of all unresolved problems/requests to relevant teams, providing accurate categorization, assessment, and prioritization
• Oversee vendor relationships, including evaluating proposals, contracts, and service-level agreements.
• Implement MIS-related projects, ensuring successful project delivery within scope, budget, and timeline.

Asset Management

• Providing, retrieving, reimaging, and managing laptops and other equipment
• Managing asset lifecycle in line with procedures
• Printers & Print Server
• Access card, access creation, access mapping, liaison with vendors
• CCTV Management
• Managing issues with meeting rooms \xe2\x80\x93 console & access
• Update relevant departments regarding asset movements.
• Keep track of licenses for onboarding
• Track licenses for third party applications & reminder for yearly payment

• Maintaining asset documentation and registers, and auditing equipment as needed.

Onboarding & Offboarding

• Onboarding & Induction of relevant systems and processes with new starters
• Offboarding of employees

Process Management

• Producing/updating accurate documentation
• Enforcing and reviewing processes and policies
• Identify areas for improving efficiency and make recommendations for improvement.
• Managing User account administration and lifecycle

Knowledge Management

• Producing and maintaining documentation and knowledge base articles
• Providing user feedback, documentation, and training
• Producing and maintaining technology system documentation
• Mentoring Customer Experience Analyst and function as an escalation point as requiredob Reb

Requirements

• Bachelor\xe2\x80\x99s degree in Computer Science, IT or a related field.
• Experience (typically 5+ years) as an MIS Administrator or in a related IT role, with a focus on increasing responsibilities.
• Strong technical understanding of O365, Servers, Desktops, VMs, Security, LAN/WAN/ technologies with demonstrable experience in two or more technologies
• Knowledge on Azure platform services including Azure Active Directory, Intune is desirable.
• Excellent problem-solving, analytical, and strategic thinking abilities.
• Excellent written and verbal communication skills.
• Possess a strong understanding of ITIL processes.
• Exceptional people skills to convey complex technical information to non-technical stakeholders.
• Proven ability in managing multiple projects and priorities simultaneously.

• Ability to priorities a high demanding workload and conscientious of time management
• Pride yourself on being a self-starter who works well under pressure with high attention to detail.
• Have a passion and desire to develop and share knowledge.

Benefits

As a valued member of \xe2\x80\x98Logicalis Asia Pacific \xe2\x80\x99 you will enjoy several benefits, such as;

• Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
• Pick your own adventure: Our people have moved from Help-desk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we\xe2\x80\x99ll fund you to learn it, so you can become it!
• Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
• Flexible, modern, working arrangements: Find your own method for collaboration and productivity to achieve a happy balance. #LI-Hybrid

*Do I need to meet all the requirements to apply?*

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don\xe2\x80\x99t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can\xe2\x80\x99t teach is Character \xe2\x80\x93 ie Confidence, Capability, Curiosity

About Logicalis Asia Pacific MSC Sdn Bhd

Logicalis Asia Pacific Sdn Bhd is a division of the Logicalis Group, an international IT Solutions Integrator who employs 7,000+ staff, across 65 locations worldwide. With operations in Melbourne, Sydney, Brisbane and Cyberjaya, Malaysia. Logicalis Australia enables organisations to transform their internal capabilities and gain greater business value from their IT investment, and is widely regarded as a best-in-class leader of its field.

For people living with disabilities, chronic illnesses, or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we\xe2\x80\x99ll be glad to facilitate.

Logicalis