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Specialist, ETS Helpdesk (System Administrator II)

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Delivery Hero

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Location:
Malaysia , Bangsar South

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Start with customer, end with customer; Own it End-to-End in technical capabilities; Scale IT through governance; Continuous Improvement

Job Responsibility:

  • Able to work independently to ensure our internal users have their IT issues resolved
  • Communicate to users via chat/f2f/emails to determine the nature of any problems they encounter
  • Lead the Onboarding and Offboarding activities and processes end to end
  • Investigating, diagnosing and solving computer software and hardware independently with minimal supervision
  • Setting up accounts for staff, ensuring that all platforms used by the company are installed
  • Maintain and outperform KPIs/OKRs/SLAs and CSAT scores
  • Business travel may be required within local markets
  • Administration, planning and installation of Windows and Mac systems
  • Installing and configuring computer hardware, software, printers, door access and CCTV
  • Basic network troubleshooting
  • Planning and undertaking scheduled maintenance/upgrades with HQ
  • Be involved in various projects, including managing office builds and miscellaneous physical extensions of the foodpanda business
  • Support Audio/Visual requirements for the site, including meeting rooms, events and ad-hoc setups
  • Managing the company’s IT assets and ensuring that assets are tracked throughout its lifecycle
  • Logging and processing all technical requests based on the complaints/tickets received from the users
  • Participate and be involved in the execution of steps to address security incidents, where necessary
  • Proven ability to effectively enforce and advise on IT policies, ensuring compliance and promoting best practices among employees
  • Follow the internal procurement process/policies/guidelines and work with your manager and local procurement for all procurement needs within your scope
  • Ensure local vendor deliver based on contract/purchase order
  • Takes an active role in onboarding new team members and proactively provides feedbacks to team to help improve process and implementation
  • Actively finds ways to improve processes and helps implement changes within their domain
  • Prepare, Maintain and upkeep of user guide, technical documentation and knowledge-base articles

Requirements:

  • Minimum of 5 years’ experience in helpdesk or 1st level support with a minimum 2-year hands-on experience managing workstations (Windows & MacOS) and endpoint devices
  • Great team player who knows how to solve complex issues in conjunction with subject matter experts
  • ITIL, CompTIA A+ or relevant professional certifications are highly desirable
  • Ability to work independently and own problems end-to-end
  • High service orientation and customer skills
  • Ability to work under pressure and tight deadlines
  • Excellent verbal and communication skills
  • An individual who pays attention to details
  • At least deep knowledge in one or more of the following areas: JIRA & Confluence usage
  • Configuration management through KACE deployment
  • Active Directory, Slack and Google Workspace administration
  • Zoom administration and event support
  • Windows and MacOS automated installation
  • IT networking knowledge
  • Access administration through Sailpoint IIQ

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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