Position Responsibilities
The IT Executive is responsible for managing
day-to-day workplace technology support across the Malaysia HQ environment. The role ensures users, endpoints, printers, meeting rooms, workplace access systems, software, and HQ IT tickets are supported reliably and within agreed service levels.
IT Support & Ticket Management- Monitor and action assigned HQ IT support tickets.
- Provide day-to-day technical support for HQ users.
- Ensure tickets are prioritized and handled within agreed SLA.
- Maintain clear ticket updates, troubleshooting notes, status, and next actions.
- Follow up on outstanding and overdue tickets until resolution.
- Confirm issue resolution with users before ticket closure where applicable.
- Escalate complex, recurring, or high-impact issues to the relevant senior or technical owner.
End-User & Endpoint Support
- Provide technical support for laptops, desktops, monitors, docking stations, keyboards, mice, and other workplace devices.
- Troubleshoot hardware, operating system, software, and user-related issues.
- Prepare, configure, test, and issue end-user devices.
- Support device replacement, repair, reimaging, and reassignment activities.
- Ensure endpoint configurations follow company IT standards.
- Coordinate with relevant teams for endpoint management and security requirements.
- Support IT onboarding activities for new employees.
- Prepare required laptops, equipment, accounts, software, and access before employee start dates.
- Ensure onboarding activities are completed according to agreed timelines.
- Support IT offboarding activities for departing employees.
- Coordinate device collection, account-related actions, and asset return requirements.
- Maintain accurate onboarding, offboarding, and equipment handover records.
- Highlight missing assets or incomplete offboarding activities for follow-up.
- Support installation, configuration, and troubleshooting of approved business software.
- Verify software requirements and compatibility before installation.
- Coordinate requests for software that require licenses or additional procurement.
- Support software quotation and procurement processes where required.
- Maintain records of software licenses and assigned users where applicable.
- Coordinate with vendors or internal teams for specialized software deployment and support.
- Install, configure, and troubleshoot office printers and related peripherals.
- Support printing, scanning, connectivity, driver, and configuration issues.
- Coordinate printer repairs or maintenance with vendors where required.
- Monitor recurring printer problems and recommend corrective actions.
- Ensure shared workplace peripherals remain operational and available to users.
Workplace Access Technology- Support workplace access-related IT requests.
- Coordinate user access requirements for approved employees and stakeholders.
- Support access cards, door access systems, and other workplace access technology where applicable.
- Coordinate with Facilities, Security, People/HR teams, or vendors when required.
- Maintain appropriate access-related records according to company procedures.
- Escalate system faults or security-related concerns appropriately.
Workplace IT Infrastructure
- Support workplace technology and basic office IT infrastructure.
- Assist with troubleshooting connectivity, network ports, Wi-Fi, and other workplace IT issues.
- Perform basic diagnostics before escalating infrastructure issues.
- Coordinate with network, infrastructure, facilities, or vendor teams for resolution.
- Support office moves, seating changes, expansions, and workplace technology changes.
- Ensure workplace technology remains operational during office changes and projects.
IT Asset & Equipment Management- Maintain accurate endpoint and equipment handover records.
- Update asset records for devices that are issued, transferred, replaced, returned, or collected.
- Support periodic asset verification and reconciliation.
- Report asset discrepancies, missing equipment, or incomplete records.
- Coordinate storage and management of available workplace IT equipment.
- Support equipment disposal activities according to approved processes.
- Support workplace-related IT projects and improvement initiatives.
- Assist with deployment, testing, implementation, and user readiness activities.
- Complete assigned project tasks according to agreed timelines.
- Maintain relevant project documentation and deployment records.
- Support post-project transition into BAU operations.
- Ensure outstanding project issues have clear owners and follow-up actions after handover.
Vendor Coordinator
- Coordinate with workplace technology vendors and service providers where required.
- Follow up on hardware repairs, installations, maintenance, and support cases.
- Coordinate site visits and vendor activities.
- Track vendor issues until completion.
- Escalate vendor delays or unresolved issues to the relevant owner.
- Support quotation and vendor comparison activities when required.
- Identify recurring HQ support issues and opportunities for improvement.
- Recommend improvements to workplace technology processes and support workflows.
- Maintain troubleshooting guides, checklists, and operational documentation.
- Document common problems and standard resolution procedures.
- Support automation or standardization of repetitive support activities.
- Contribute to improving overall workplace technology reliability and user experience.