IT Support Technician

2 weeks ago

Puchong, Malaysia Lyra Health Full time

**About Lyra Health**

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

**About the Role**:
As an IT Support Technician at Lyra Health International, you will play a crucial role in ensuring the smooth operation of IT systems and provide a positive experience for end-users. The role is full-time, reporting to the International IT Lead.

This role is based in the country of Malaysia and is a hybrid position, with 4 days a week onsite in the Puchong, Selangor office (Kuala Lumpur), and one day a week working from home.

**Responsibilities**:

- Act as the first point of contact for IT-related issues for teams in the APAC region. Provide
- Log and prioritize support tickets using ServiceNow platform.
- Troubleshoot and resolve hardware and software issues remotely.
- Assist in the installation, configuration, and maintenance of Windows laptops and MacBooks.
- Collaborate with other IT professionals and cross-functional teams.
- Escalate complex problems to higher-level support or specialized IT teams when necessary.
- Create and update documentation for common issues and solutions.
- Conduct training sessions for end-users on IT-related topics.
- Effectively communicate technical information to non-technical users.

**Qualifications**:

- Computer Science, Information Technology, or related Certification Levels 1 - 3.
- 3+ years proven experience in IT support or a related role.
- Strong knowledge of Windows and macOS operating systems.
- Google Workspace Administration: users/groups, group policies
- Remote device management and authorisation: Okta, Intune, Apple/Android management policies
- AD Administration: users/groups, group policies, Azure and Office 365
- Atlassian Suite: Confluence and Jira
- Excellent written and spoken English
- Excellent problem-solving and communication skills.
- Ability to work independently and collaboratively in a team environment.
- Experience working in an international company would be a plus.

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