IT SUPPORT ENGINEER / JUNIOR TECHNOLOGIST at 1000heads in Malaysia

The IT Support Engineer / Junior Technologist is based in our Kuala Lumpur office and looks after IT for the 1000heads APAC business, roughly 40 people across Kuala Lumpur, Sydney, Melbourne and Tokyo. The role splits three ways: around 40% is day-to-day IT support for APAC, around 10% is working with our global IT team in London and covering the occasional out-of-hours request, and the remaining 50% is spent on regional technology projects alongside our Technical Director, AI Specialist and Full Stack Developer.

On the support side you are the first port of call for anyone in APAC with an IT problem: passwords, laptops, accounts, meeting rooms, Wi-Fi. Our global IT team is eight to ten hours behind us, so most issues need to be diagnosed and fixed here, with escalation to London when it is needed. That means working with a good degree of independence, keeping a clear record of what you have done, and flagging problems early.

On the projects side you get to broaden your skillset. Depending on what the region is working on, that could mean helping build internal tools, supporting the technical side of a pitch, testing new AI tooling, or helping keep our on-premise AI hardware and cloud environment running. You are learning this side of the role from people who do it every day, not carrying it alone.

This role suits someone with strong IT knowledge and a genuine desire to broaden their skillset. You are good at support, patient with people who are not technical, and curious about what sits behind the systems you look after.

CORE RESPONSIBILITIES

APAC IT support (approx. 50%)

You are the primary IT contact for APAC staff, face-to-face in Kuala Lumpur and remotely for Sydney, Melbourne and Tokyo. You diagnose and resolve hardware, software, account and connectivity issues on macOS and Windows, manage tickets in Freshservice to agreed response times, and keep meeting-room and AV technology (Teams, Zoom, Google Meet and associated hardware) working across offices.

Devices, accounts, networks and security

You own onboarding and offboarding for the region: laptops, accounts, access and equipment returns. You administer Microsoft 365 (Entra ID, Outlook, Teams, SharePoint) and Google Workspace for APAC, maintain hardware and software asset registers, roll out device management (Intune and/or Jamf), look after office networks (Wi-Fi, switching, basic firewall and access points), and maintain endpoint security basics: antivirus, patching, encryption and scanning.

Global IT integration and out-of-hours cover (approx. 10%)

You are the APAC link into our global IT team in London, keeping the region aligned with group IT policies, security standards and tooling, and joining cross-office rollouts and incidents where APAC is affected. You keep IT documentation and onboarding checklists current and audit-ready. You are contactable for urgent out-of-hours issues, which are uncommon, with flexibility given in return.

Regional technology projects (approx. 40%)

You work alongside the Technical Director, AI Specialist and Full Stack Developer on technology projects for the APAC region. That spans three things: helping build and maintain the internal tools and AI-enabled workflows the agency runs on, supporting the technical elements of pitches and client work where they arise, and keeping our on-premise AI hardware, Linux hosts and AWS environment patched, monitored and secure. The mix changes with the work, but the intent is consistent: you take on real responsibilities within those projects, learn from people who do this every day, and steadily widen what you can do.

Infrastructure and AI hardware

You help the Technical Director run our on-premise AI hardware (NVIDIA DGX Spark class) and the Linux (Ubuntu) and AWS environment around it: imaging, patching, monitoring, access control and network configuration. You are learning this from the ground up, with the detail of what good looks like set by the people who own it.

Scripting and automation

You write and maintain Bash and Python scripts to automate provisioning, monitoring and support tasks, and you look for repetitive work across the role that could be scripted away. Over time this is how you buy back hours from the support side and put them into projects.

Research and emerging technology

You stay current on AI tooling, platforms and infrastructure, help the team test new approaches before they go near a client, and share what you learn. Curiosity about how things work, and a willingness to try them, matters more here than a particular technical background.

KEY SKILLS

• 2 to 4 years in an IT support or IT engineer role, ideally supporting more than one office
• Strong troubleshooting across macOS and Windows
• Confident with Microsoft 365 and Entra ID; working knowledge of Google Workspace
• Networking fundamentals: Wi-Fi, switching, firewalls, VPN
• Working knowledge of Linux (Ubuntu) administration
• Some scripting in Bash or Python, and the appetite to get better at it
• Experience with a ticketing system and with AV and meeting-room technology
• Clear written and spoken English, since much of this role is asynchronous and cross-region
• Comfortable working independently with a remote manager, and proactive about flagging risks
• Strong IT knowledge and a genuine desire to broaden your skillset into infrastructure, cloud, development and AI tooling

NICE TO HAVE

• Intune or Jamf device management; Freshservice
• Docker and container runtimes
• Hands-on AWS
• VPN and overlay networking (Tailscale or equivalent); SSH key and identity management
• Configuration or fleet management tooling (Ansible, Canonical Landscape or similar)
• Exposure to GPU hosts, CUDA, NVIDIA DGX OS or model serving (vLLM, TensorRT-LLM)
• Any coding experience (Python, JavaScript or similar) beyond scripting
• ISO 27001 or SOC 2 exposure
• Experience supporting a distributed, multi-country workforce

Not required: a security engineering, software development or ML engineering background. We will teach the infrastructure, development and AI side of the role to the right person.

Your first priority will be to do your job to the best of your abilities. Your second priority will be to help those around you to do their job to the best of their abilities.

This job advert is not intended to cover everything that will be expected of you but rather to act as a guide and you may be required to get involved in other and reasonable ad hoc projects.