Assistant Executive (IT) - Technical Support

Responsibilities:

1. End‑User & Desktop Support (L1 / L2)

Provide first‑ and second‑level IT technical support to end‑users including desktops, laptops, mobile devices, printers, and peripherals.

Diagnose and resolve hardware, software, OS, and application issues within defined SLA timelines.

Perform onsite and remote troubleshooting, escalation, and follow‑up to ensure timely issue resolution.

2. Service Management & Ticketing Operations

Manage incidents, service requests, and problem records through the IT Service Management (ITSM) / ticketing system.

Ensure tickets are properly logged, categorized, prioritized, documented, and closed in accordance with IT service procedures.

Track recurring issues and assist in problem root‑cause analysis and preventive actions.

Support SLA monitoring, reporting, and service improvement initiatives.

3. Ivanti Endpoint Management & Operations

Support daily operations of the Ivanti Endpoint / Neurons platform, including:

• Endpoint onboarding and device lifecycle management
• Software deployment and patching activities
• Endpoint health checks and compliance statusmonitoring

Assist in Windows OS patching, application updates, and remediation tasks as scheduled.

Perform endpoint troubleshooting for non‑compliant or unmanaged devices.

4. Security & Compliance Support

Support implementation of endpoint security controls including antivirus, encryption, and configuration baselines.

Assist in access provisioning, de‑provisioning, and device hardening activities.

Provide operational support during security reviews, audits, and compliance checks (e.g. evidence gathering, screenshots, logs).

Escalate security incidents or abnormal system behaviour to relevant IT teams or vendors.

5. Infrastructure & Application Support

Provide basic support for server, network, and infrastructure components, including user access, connectivity, and application availability.

Assist in operational support for enterprise applications, databases, and backend systems (e.g. Oracle, Microsoft SQL Server) where applicable.

Coordinate with outsourced vendors and internal IT teams for issue resolution and changes.

6. IT Operations & Maintenance

Perform daily IT BAU operational tasks, including system checks, housekeeping, and routine maintenance.

Maintain IT asset inventory, endpoint records, and documentation.

Support technology refresh, device replacement, and migration activities.

Prepare and maintain technical documentation, SOPs, and user guides.

7. User Enablement & Continuous Improvement

Provide user guidance and basic training on IT tools, security practices, and systems.

Identify opportunities for process improvement, automation, and operational efficiency.

Support IT initiatives related to digital workplace, endpoint modernization, and service quality improvement.

Requirements:

• Preferably with minimum 1 year experience in IT Support / Helpdesk / Onsite / Desktop support or fresh graduates with relevant internship or hands‑on experience are welcome
• Fresh Diploma / Degree holders in IT or related discipline are welcome to apply
• Hands‑on experience with: Windows OS (Desktop & Server), Endpoint management tools (Ivanti preferred), ITSM / Ticketing systems
• Basic knowledge of networking, IT security, and infrastructure
• Exposure to Oracle and Microsoft SQL Server is a plus
• Familiar with Microsoft 365, Office, and collaboration tools
• Possess good interpersonal and communications skills
• Able to multi-task and is a team player
• Prepare to take up Certificate In General Insurance (CGI) exam if required.