Infrastructure & Support Specialist
Salary: RM 9,000 – RM 12,000 per month
Job Summary
The incumbent is responsible for providing comprehensive IT support across business applications, IT infrastructure, manufacturing systems and end-user computing. The role combines IT infrastructure support with systems analysis and application support to ensure the reliability, security and effective use of the Company's IT systems [PHP+VB (API or Backend], Front End HTML].
The incumbent will support business applications including ERP, in-house applications (intranet), Salesforce, CPQ and related databases, while also supporting servers, networks, hardware, software, cybersecurity and manufacturing IT/OT infrastructure.
The role will work closely with business users, manufacturing teams, regional/global IT teams and external vendors to troubleshoot issues, analyze business requirements, implement system improvements and support IT projects.
Key Responsibilities
1. Business Applications & ERP
Provide day-to-day support for ERP and business applications, including MAS 200 / Sage 100, Salesforce, CPQ, in-house applications and other systems.
Troubleshoot application, system and database issues and coordinate resolution with internal teams and external vendors.
Gather and analyze user requirements and recommend appropriate system solutions or process improvements.
Coordinate system enhancements, fixes, upgrades and new application implementations.
Prepare UAT plans and test scripts, coordinate user testing and obtain appropriate UAT sign-off prior to production implementation.
Develop or customize reports, interfaces and tools to improve operational efficiency where required.
Provide user training and support for new applications, enhancements and system rollouts.
2. IT Infrastructure & Technical Support
Provide hardware, software, server, network and end-user technical support.
Support and maintain Windows Server, workstations, LAN/WAN, TCP/IP, network devices and related IT infrastructure.
Perform installation, configuration, upgrading, troubleshooting and monitoring of IT hardware and software.
Perform regular system maintenance, including patches, updates, backups and system health checks.
Maintain CCTV, door access, alarm systems, telecommunication equipment and audio-visual systems.
Maintain software licensing records and support software license compliance and audits.
Provide technical support during normal working hours and participate in on-call support for genuine emergency incidents outside normal working hours.
3. Manufacturing IT / OT Support
Support the IT infrastructure associated with manufacturing and OT systems, including PLC, SCADA, MES and other manufacturing control systems.
Work with Engineering, Operations and external specialists to troubleshoot IT/network connectivity and system integration issues affecting manufacturing operations.
Support the reliability, availability and cybersecurity of manufacturing IT/OT infrastructure.
Coordinate escalation of specialized PLC, automation and control-system issues to the appropriate Engineering or Automation resources.
4. Systems Analysis & Continuous Improvement
Analyze business processes, information requirements, system flows and data usage to identify opportunities for improvement.
Translate business requirements into functional and technical requirements.
Evaluate proposed solutions considering operational requirements, system compatibility, implementation time and cost.
Support system integration, reporting, database and automation initiatives.
Identify opportunities to improve efficiency through better use of technology and business systems.
5. Database & System Administration
Support databases used by business applications, including Microsoft SQL, MySQL, PostgreSQL and other relevant database environments.
Perform database queries, data analysis and troubleshooting as required.
Support database maintenance, backup, security and access controls.
Maintain appropriate source-code versioning, backup and change-control procedures for internally developed applications.
6. Cybersecurity & Compliance
Implement and maintain appropriate IT cybersecurity controls.
Support endpoint, network, server and application security.
Ensure appropriate user access controls, software compliance, system patching and backup procedures.
Support cybersecurity incident response and remediation activities.
Ensure compliance with Company IT policies, standards and procedures.
7. IT Projects, Documentation & Training
Participate in local, regional and global IT projects and system implementations.
Liaise with business users, manufacturing teams, global IT and external vendors.
Prepare and maintain system documentation, SOPs, configurations, process flows, test plans and implementation records.
Conduct user training for new systems, enhancements and IT best practices.
Communicate project status, system issues and risks to relevant stakeholders.
Qualifications & Experience
Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering or related discipline.
Preferably 10 years or more relevant experience in IT infrastructure, systems/application support or a similar role, preferably within a manufacturing environment.
Hands-on experience supporting ERP systems such as MAS 200 / Sage 100, SAP or similar ERP platforms.
Good knowledge of Windows Server, networking, LAN/WAN, TCP/IP, desktop support and IT security.
Experience with databases such as Microsoft SQL, MySQL or PostgreSQL.
Experience in application support, requirements gathering, UAT and system implementation.
Programming or scripting knowledge such as VB.NET, ASP.NET, PHP, SQL or similar technologies would be an advantage.
Exposure to manufacturing IT/OT systems such as PLC, SCADA or MES would be an advantage.
Strong troubleshooting, analytical and problem-solving skills.
Good communication skills with the ability to work effectively with business users, manufacturing teams, global IT teams and external vendors.
Able to participate in after-hours support for critical IT incidents when required.
Preferred Attributes
Strong hands-on technical capability with a practical and service-oriented approach.
Ability to independently troubleshoot infrastructure and application issues.
Good understanding of manufacturing business processes.
Ability to translate business requirements into practical IT solutions.
Strong documentation and organizational skills.
Security awareness and understanding of IT governance and change-control practices.