IT Support Analyst - South East Asia

Job Description

The role of IT Support Analyst – South East Asia is really important to us. 

The IT Support team are 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 a vital front-line service to Radius colleagues across the group. You will also play a significant role as the company expands its IT Support offering and moves towards a follow-the-sun global support model as a result of significant continued international growth.

This position is based at our office in Kuala Lumpur, Malaysia and reports into our Head of IT Support (based in the UK)

Your responsibilities will include…

• Supporting and maintaining aspects of the group’s IT environment including PCs, servers, printers, network equipment, audio visual equipment and telephony systems.
• Hardware and software installations and upgrades.
• Carrying out ad-hoc IT support tasks as and when required with some after-hours work when necessary.
• Ensuring local/regional alignment with all group wide IT standards and procedures, advocating these standards and procedures in-region.
• Ensuring that all support requests are responded to within agreed timelines, appropriately prioritised and escalated to other technical support team/s if required.
• Proactively researching and recommending courses of action to prevent problems and to maintain high IT support service levels for our internal customers.
• Working with the Head of IT Support to define support initiatives and solutions for improving service efficiency and effectiveness.
• Keeping internal customers informed of any IT related issues that might impact their teams.
• Ensuring Change Management processes are followed for all system changes.
• Working with third party global technology partners as needed to ensure optimal approaches to cyber security and application support.

• Good level of IT support knowledge gained in a professional services/project organisation and/or technical environment.
• Familiarity with Service Desk ticketing systems.
• Experience working on an IT Support environment that recognises and adopts ITIL best practice.
• Proven experience of the following technologies:
  1. Windows 11 and MacOS
  2. Desktop hardware (Dell preferred)
  3. Microsoft Office
  4. Microsoft 365
  5. Cloud hosting (AWS and Azure preferred)
• Ability to troubleshoot, diagnose, and resolve IT Support requests and performance issues.
• Knowledge of IT Security fundamentals.
• An understanding of Service Management disciplines, ideally using the ITIL framework.
• Ability to manage customer expectations and SLA’s and prioritise conflicting requirements.
• Experience of working alongside software development teams, supporting and advising on best practice to maintain performance and availability.
• Experience of desktop builds and hardware installation and configuration.
• Experience of practical troubleshooting within a Windows environment and dealing with users direct and/or by telephone.
• Remote diagnostics and troubleshooting skills.
• Willingness to work with operational staff working in different time zones when required.
• Ability to plan and direct IT efforts to improve operational efficiency and service delivery.

What can you expect of us? 

Your impact on Radius will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions. 

Not only will you have the chance to further your career development within Radius, but you’ll also have access to our competitive reward and benefits package.  

What benefits do we offer?

• Medical card
• Excellent training and coaching
• Opportunities for ongoing development and progression
• Secondment opportunities to work in our international offices
• Life assurance
• Service Awards at 5, 10 and 20 years
• Required language(s): English, Bahasa Malaysia

Still curious?

If you feel we are a good match for each other, you can apply online now!

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.  

Still Curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via [email protected]

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.