IT Support Analyst - South East Asia

RadiusKuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

Overview

The role of IT Support Analyst – South East Asia is based at our office in Kuala Lumpur, Malaysia and reports to the Head of IT Support (based in the UK). The IT Support team is responsible for supporting and maintaining all aspects of the end user facing IT environment across Radius. You will be a key part of the IT Support team, providing frontline service to Radius colleagues across the group and helping expand IT Support offerings as Radius grows internationally.

Radius is a global business delivering sustainable mobility, connectivity and technology solutions. We support our customers with a range of products and services to meet their needs.

Responsibilities

Supporting and maintaining aspects of the group’s IT environment including PCs, servers, printers, network equipment, audiovisual equipment and telephony systems.
Hardware and software installations and upgrades.
Carry out ad-hoc IT support tasks with some after-hours work when necessary.
Ensure local / regional alignment with all group-wide IT standards and procedures and advocate these standards in-region.
Respond to all support requests within agreed timelines, prioritise appropriately and escalate to other technical teams as required.
Proactively research and recommend actions to prevent problems and maintain high IT support service levels.
Work with the Head of IT Support to define support initiatives and solutions for improving service efficiency and effectiveness.
Keep internal customers informed of IT issues that might impact their teams.
Ensure Change Management processes are followed for all system changes.
Collaborate with third-party global technology partners to ensure optimal approaches to cyber security and application support.

Qualifications

Good level of IT support knowledge gained in a professional services / project organisation and / or technical environment.

Familiarity with Service Desk ticketing systems.

Experience in an ITIL-principled IT Support environment.

Proven experience with : Windows 11 and MacOS; desktop hardware (Dell preferred); Microsoft Office; Microsoft 365; cloud hosting (AWS and Azure preferred).

Ability to troubleshoot, diagnose, and resolve IT Support requests and performance issues.

Knowledge of IT security fundamentals.

Understanding of IT Service Management disciplines, ideally ITIL.

Ability to manage customer expectations and SLAs, prioritising conflicting requirements.

Experience working with software development teams, advising on best practices to maintain performance and availability.

Experience of desktop builds and hardware installation and configuration.

Experience in practical troubleshooting within a Windows environment, including direct user contact.

Remote diagnostics and troubleshooting skills.

Willingness to work with operations staff across different time zones when required.

Ability to plan IT efforts to improve operational efficiency and service delivery.

Benefits and Additional Information

Medical card

Excellent training and coaching

Opportunities for ongoing development and progression

Secondment opportunities to work in international offices

Life assurance

Service awards at 5, 10 and 20 years

English and Bahasa Malaysia language requirements

Radius is an equal opportunities employer and is committed to an inclusive recruitment process. We welcome applicants regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background. If you require adjustments or accommodations, please let us know.

Note : We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or change in business priorities. PSL agencies should only send CVs via our Applicant Tracking System when approved by the Radius Talent Team.

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It Support • Kuala Lumpur, Kuala Lumpur, Malaysia