ICT Associate – Technical Support & Digital Transformation

About the role

The ICT Associate provides tier‑2 technical support and helps manage ICT systems for the Global Shared Services Centre in Kuala Lumpur. Working under the ICT Analyst, the role focuses on service delivery, network infrastructure, and driving digital automation initiatives.

Key responsibilities

• Manage day‑to‑day ICT operations, resolve complex incidents, and act as the second‑level escalation point for critical issues.
• Administer and monitor LAN, WAN, wireless networks, VPN, and related security measures, including performance optimization and capacity planning.
• Support server infrastructure, endpoint and identity management, and cloud‑based/hybrid services, ensuring timely patching and vulnerability remediation.
• Design, develop and maintain business process automation solutions using Microsoft Power Automate and Power Apps, and create dashboards with the Power Platform.
• Conduct user awareness sessions, develop technical documentation, and mentor junior ICT staff.

Required profile

• Secondary education required; a university degree in Computer Science or a related field is a plus.
• Demonstrated ability to provide technical support and troubleshoot hardware, software, network, and enterprise system issues.
• Strong client‑oriented approach with experience in service improvement and stakeholder relationship building.

Required skills

• LAN/WAN and VPN administration
• Network security and performance monitoring
• Microsoft Power Automate, Power Apps, and Power Platform
• Server and endpoint management
• Cloud‑based and hybrid infrastructure support
• Backup, restoration, and disaster‑recovery procedures
• IT support and incident escalation