IT Infrastructure & Support Engineer (Fresh Graduate)

We are looking for an IT Infrastructure & Support Engineer to keep our workplace technology running smoothly across our Kuala Lumpur and Indonesia offices. You will look after user accounts and devices, office networks and VPN, internally hosted tools, and L2 IT support. This is a hands-on role suited to someone who enjoys solving problems methodically and wants to grow into cloud engineering. Based in our Kuala Lumpur office.

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Identity, Email & Collaboration Suite:

• Provision and de-provision user accounts, aliases, email groups and shared drives.

• Manage email forwarding, delegation and group membership; investigate mail-delivery, sign-in and multi-country access issues.

• Handle password resets, 2FA/MFA recovery and account lockouts; maintain the collaboration suite's security settings (two-factor authentication, session controls, third-party app access).

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Endpoint & Device Management (MDM):

• Enrol, configure and retire macOS and Windows devices through our mobile device management (MDM) platforms; administer Apple Business Manager (ABM) and App Store Connect access.

• Maintain device baselines: disk encryption, screen lock, Sophos endpoint protection, OS patching and admin-rights policy.

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Office Network & Connectivity (Malaysia & Indonesia):

• Administer Fortigate firewalls, Cisco access points and on-premise switches: SSIDs, VLANs, device whitelisting and guest Wi-Fi.

• Keep network diagrams, IP/VLAN plans and firewall rule documentation up to date.

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IT Support (L2) & Escalations:

• Act as Level 2 for issues HR cannot resolve: laptop performance, software installation, licence activation, monitors and peripherals.

• Triage requests arriving via Slack, respond within agreed service levels, keep a task log with owner, priority and status, and communicate expected resolution times.

• Troubleshoot methodically: reproduce the issue, check logs, configuration and recent changes, confirm the root cause before applying a fix, and record the cause and fix so the problem does not recur.

• Write self-service guides and FAQs; contribute to automating recurring L1 requests (scripts, Slack workflows, AI assistants).

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Domains & SSL Certificates:

• Own the company domain portfolio across related brands: register new domains, renew existing ones on time, maintain registrar accounts, contacts and lock/2FA settings, and manage DNS records as requested.

• Own the SSL/TLS certificate lifecycle: track expiry dates for all certificates (AWS ACM, registrar/CA-issued and internal), renew and deploy before expiry, and maintain a central inventory of domains and certificates with owners and renewal dates.

• Set up expiry alerts so no domain or certificate lapses unnoticed; coordinate with the cloud team when a certificate is bound to production infrastructure.

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Vendors & Renewals:

• Track and coordinate renewals for firewall subscriptions, Sophos, MDM licences and cloud reseller arrangements: obtain quotations, route approvals and ensure nothing lapses.

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Endpoint Security Hygiene:

• Own endpoint security: Sophos deployment and health, MDM compliance and device encryption reporting.

• Run periodic access reviews with HR across the email/collaboration suite, shared drives and SSH users on internal hosts.

• Escalate suspected security incidents to the Cloud Security & DevOps Engineer and support remediation on internal hosts.

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Documentation, Change Management & Availability:

• Define and maintain standard operating procedures for recurring tasks and keep infrastructure documentation current.

• Follow configuration and change-management practice: announce and schedule changes to shared systems (Wi-Fi, VPN, firewall, internal hosting), test before rollout, and keep a rollback path.

• Be available for infrastructure emergencies (e.g. VPN, Wi-Fi or internal hosting outage) and for planned maintenance windows outside regular business hours.

• Take on other reasonable IT duties assigned by the company from time to time.

• Bachelor's degree in Computer Science, IT or a related field. Fresh graduates are welcome to apply.

• Hands-on experience in IT support, systems administration or IT operations (strong internship or home-lab experience considered for the lower end).

• Structured, analytical troubleshooting: you form a hypothesis, test it against evidence (logs, configs, recent changes), rule causes in or out before changing anything.

• Hands-on administration of a cloud identity and email suite (e.g. Google Workspace or Microsoft 365): users, groups, security settings.

• Working knowledge of networking fundamentals — TCP/IP, DHCP, DNS, VLANs, Wi-Fi, VPN — and experience configuring a firewall or access point (Fortigate, Cisco, Ruijie or similar).

• Comfortable on the Linux command line: SSH, package management, services, logs and basic Bash scripting.

• Experience with an MDM platform and troubleshooting both macOS and Windows.

• Basic cloud-console familiarity (AWS EC2 and security groups, or Alibaba ECS): able to restart, patch and secure a virtual machine.

• Clear written and spoken English; able to explain technical issues to non-technical colleagues; disciplined about logging tasks and following through.

• Self-motivated and able to work independently; stays calm and organised under pressure; attention to detail.