IT Support Specialist

5 months ago


Kuala Lumpur, Malaysia Alvarez and Marsal Full time

**Description**

**Overview**:
Alvarez & Marsal is a leading global consulting firm with over 7,500+ professionals based in 75+ locations around the world. A&M specializes in providing restructuring & turnaround management, performance improvement and corporate advisory services to companies, investors, and stakeholders, across a wide array of industries.

**Responsibilities**:

- To take ownership of user IT related problems and be pro-active when dealing with user requests and issues.
- To log all calls on the Service Desk ticketing system and liaise with other technicians or IT departments within the A&M infrastructure as required.
- Maintain and monitor all network, security, and computer systems to meet the organisation's current and future requirements.
- Analyse, diagnose, resolve, or escalate reported issues, requests, and outages in a timely manner.
- Build, configure, install, and troubleshoot laptops, mobile devices, and tablets.
- Administer various software platforms including: O365/Azure, encryption, Unified Communications, MDM, storage, and backup platforms.
- Availability to travel is a must as this role will requires travelling to A&M offices in the Southeast Asia region to provide onsite support up to 50% of the time.
- To demonstrate a willingness to work flexibly, sometimes outside of normal core hours supporting other offices globally and provide responses to service demands as agreed with the senior management.

**Essential Skills and Experience**:

- Minimum of 2 years' experience in a similar IT Support role, using ITIL framework in providing desk side support as well as use of Remote Support Tools to support users out of the office.
- A proven background in providing exceptional customer service and able to handle time sensitive situations face-to-face and over the phone.
- Previous experience using an incident management/tracking system is a must.
- Experience in providing support in a Windows 10 environment as well as Mac OS X - configure, deploy, support and using SCCM and JAMF.
- Experience in supporting mobile devices such as Apple and Android devices using MDM platforms such as MS Intune.
- Knowledge of LAN/WAN networking, TCP/IP troubleshooting and remote access VPN technology.
- Strong experience with Microsoft Azure, Office 365 administration - mailbox and account management.
- Exposure to Windows Server 2012, 2016, 2019, Exchange and Active Directory.
- Experience in provisioning and troubleshooting Cisco unified communication and similar telco systems.
- Experience in using and supporting MS Teams, SharePoint, and other collaboration / conferencing tools such as Cisco RoomKit, Roomkitplus, Logitech meetup, Zoom and WebEx.
- Being an all-round team player, people's person, and able to work in an open environment is a must.
- Excellent written and verbal communications skills and ability to multi-task in a fast-paced environment.
- A good understanding of ITIL based structure.
- IT based qualifications such as A+, MTA, MCSA or similar will be an advantage.
- Willing to travel up to 50% across SEA regions.



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