Senior IT Coordinator

MAPEI Malaysia Sdn Bhd is part of the MAPEI Group. Founded in Milan in 1937, Mapei is now one of the world’s leading manufacturers of chemical products for the building industry and has contributed to the construction of some of the most important architectural and infrastructural works worldwide.

We are seeking a Senior IT Infrastructure professional with proven experience in service and workplace management, server, and network management, combined with a hands-on approach.

Experience working within manufacturing enterprise companies (multinational experience is a plus) is essential. The candidate must possess the ability to collaborate with IT teams located across different countries, coordinate external providers, and work closely with internal business units to deliver the required services and business projects.

Essential Duties & Responsibilities:

User Support and Service Management:

• Manage user requests (incidents or new requests received from Mapei Service Management System) and ensure timely and effective resolution of user problems and/or new requests.
• Provide support for laptops/desktops used by office, warehouse, factory, and travelling staff
• Provide support for all the back-office applications, software and services (Email, Teams, browsing, Office tools. Printing, file sharing)
• Ensure and provide support for seamless connectivity for all users to access securely the company network and resources both for employees working in the office (Wired and Wireless) and for remote connections (VPN Client)
• Ensure and manage the full process for new Laptop/Desktop preparation (by using the Mapei SCCM System) and distribution (new employees or renewal of existing) and for returning equipment
• Ensure and manage support for Company service on Mobile devices
• Ensure and manage support for Company service on BarCode scanners used in Production Plants and Warehouses
• Ensure proper management of Company IT Assets

IT Infrastructure Management:

• Ensure a proper monitoring and maintenance of local server infrastructure and related physical location (server room, racks, UPS …)
• Ensure the resolution of incident related to HW server infrastructure by leveraging on maintenance contract with the vendor
• Ensure resolution of incident or new request related to server services (such as file server, printer server, DHCP service, Read Only Domain Controllers)
• Ensure and monitor execution of daily and week backup jobs and in case ensure data recovery from the backup
• Ensure the monitor and execution of regular server patching
• Provide support related to Corporate Infrastructure requests or new project (coordinated by the Regional APAC Manager) and collaborate with local team in case of new requirements of infrastructure solutions

Network and Security Management:

• Ensure proper monitoring, management and issues resolution related to data connection (internet lines) by leveraging on the contract with the local ISP provider
• Ensure proper monitoring and first-level troubleshooting and resolution on problems related to the local area network both for wired (Switches) and wireless (Access Point); in case of need of escalation to the Corporate Telco Team provide all the troubleshooting information needed.
• Ensure that all the network devices are under a maintenance contract and up-to-date in terms of firmware
• Ensure IT equipment, LAN, and other network components are properly maintained (maintenance contract) and secured physically and logically
• Ensure the basic activities for switch configuration or changes (such as new VLAN or port activation) and in case of escalation to the Corporate Telco team provide in advance all the needed information.
• Implement and enforce security policies and procedures to protect the local network and data as per Corporate standard.
• In case of Security Events collaborate with the Corporate team to timely execute actions requested
• Collaborate with local/regional Operations team to provide all the needed support for specific domains (Video Surveillance, Industrial Data collection, Barcode Scanner)
• Provide support related to Corporate Telco requests or new projects (coordinated by the Regional APAC Manager) and collaborate with the local team in case of new requirements of network and telecommunication solutions

Coordination with External IT Service Providers:

• Manage the daily relationship with third-party IT service companies responsible for the IT activities in the scope of the outsourcing contract.
• Monitor and evaluate the performance of external IT service providers to ensure high-quality support.

Corporate and Regional IT Initiatives:

• Ensure a smooth and successful rollout of Corporate IT projects, including upgrades of clients and servers, replacement of faulty or old equipment, and installation of new technology solutions.
• Ensure compliance with corporate IT policies and standards.

Other responsibilities include:

• Assist the country organization with IT-related aspects of expanding new offices and factories.
• Maintain regular communication with the Corporate and Regional IT departments as well as local management.
• Provide updates on IT operations, ongoing projects, and any issues that require attention.
• Prepare reports on IT performance, incidents, and project progress for the country management team.
• Travel within South East Asia Country of MAPEI is required to oversee and support onsite activities on the Mapei branches.

Education and/or Experiences:

• Strong and proven experience in managing Clients based on Windows 11, Office365 (Email, One Drive, Teams) and common standard software (Office 365, Adobe, Edge)
• Strong proven experience in managing IT server infrastructure operations, including server OS, HyperV, RODC, File Server, and printer Server DHCP (based on Windows Server 2019/2022) with hands-on capability in configuration, troubleshooting, and management.
• Experience in the operational management of CommVault BackUp system: monitoring jobs, relaunching failed job, configuring new jobs, data recovery
• Strong and proven experience in the operational management of Active Directory (AD), including user and group management, security policies, and Group Policy Objects (GPO), combined with proven experience in administering Windows Server environments (2019 and newer)
• Experience with network administration, including VPN and switching (Cisco, Aruba). The candidate must be able to handle both day-to-day network monitoring/operations and troubleshooting scenarios.
• Proven experience in IT service management (ITSM), including the use of ticketing systems, managing IT requests, and providing hands-on end-user support across multiple locations. The ability to coordinate with business units and manage service delivery is key.
• Demonstrated capability in managing relationships with external IT service providers. The candidate must also be adept at collaborating with internal business units and cross-functional teams.
• Good written and verbal communication in English is mandatory.
• Flexibility in responding to changes, whether that means adopting new technologies or adjusting to corporate policy shifts.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Proactive and self-motivated with a strong attention to detail.

Please apply with your full CV and a recent photo, stating expected and last-earned salaries.

The vacancy will close as soon as the right candidate is identified. (Only short-listed applicants will be notified.)