Section Head - Client Support

Date: May 3, 2024

Location: Genting Highlands, Pahang, MY

Genting Malaysia Berhad

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.


With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. Under this plan, flagship projects include Skytropolis Indoor Theme Park, the outdoor theme park - Genting SkyWorlds - and the adjacent shopping complex - SkyAvenue, which houses some of the most prestigious lifestyle brands from around the world.  The plaza also features a state-of-the-art cable car system, which connects SkyAvenue to the mid-hill Genting Highlands Premium Outlets, carrying up to 3,600 passengers per hour per way.


If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!


Job Responsibilities

  • Lead and manage the team members through strong skills in communication, planning, prioritizing, scheduling, coaching, technology, and quality control.
  • Support a 24x7 production environment for users regarding IT-related issues, including setup and maintenance of endpoints and software-related issues.
  • Provide solutions to reported issues through support, troubleshooting, bugs, and enhancement.
  • Collaborate with team members and others to effectively deliver services to users at Resorts World Genting and Genting Malaysia.
  • Maintain the IT standard and cybersecurity concepts and deployment.
  • Reporting on monthly issues to facilitate the enhancement of security and endpoint support management.
  • Maintain up-to-date documentation of Client Support procedure that are ISO 27001 compliant.
  • Participate actively in process documentation as well as policy and procedure enforcement.
  • Monitor and ensure the service level agreement (SLA) is met.
  • Participate in project meetings, liaise, and participate in meetings with vendors and software providers.
  • Provide recommendations and ideas for continuous improvement and enhancement to reduce the hours of onsite support.
  • Plan to reduce waste of IT hardware to follow company procedure as Go Green


Job Requirements

  • Bachelors in information technology, computer science, network security or related field.
  • Proven working experience as an IT manager/ team lead in managing a team.
  • Ability to manage personnel across multiple location. (Kuala Lumpur and Resorts World Genting).
  • Based in Resorts World Genting and required to make regular weekly visit and manage the technical support team in Kuala Lumpur.
  • Excellent knowledge of technical management, information analysis, endpoints hardware and software systems.
  • Experience in analysis, implementation and evaluation of IT systems and their specifications.
  • Minimum 5 years’ knowledge and experience in administration, support and troubleshooting of Windows-based client environments with more than 5000 endpoints.
  • Knowledge of Cybersecurity tools as Anti-Virus , NAC and VDR tools would be advantage.
  • Strong interpersonal skills with good written and verbal communication in English.
  • Self-motivated, proactive, resourceful, and able to work independently with minimum supervision.
  • Exhibit good time management skills and punctuality.
  • Resourceful with strong problem-solving attitude and analytical skills.


Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!

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