Kuala Lumpur, Malaysia
About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest-growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative, and Business & Strategy markets. We have global offices in the US, UAE, India, Malaysia and Australia.
Job Summary: We are looking for a well-rounded Mid-Senior Level L2 IT Support Technician to join our growing support team. The ideal candidate should possess strong hands-on experience across Microsoft infrastructure technologies and end-user support environments.
This role will be responsible for providing Level 2 technical support, troubleshooting complex infrastructure and user-related issues, supporting Microsoft collaboration platforms, and ensuring smooth day-to-day IT operations across the organization.
Candidates with experience in Intune/SCCM, Exchange, Active Directory, Azure AD, and Microsoft Teams Telephony will be highly preferred.
Key Responsibilities
- Provide Level 2 technical support for end-user systems, infrastructure, and Microsoft environments.
- Troubleshoot and resolve issues related to:
- Microsoft Intune
- SCCM
- Exchange Online / On-Prem
- Active Directory
- Azure Active Directory
- Microsoft Teams
- Support device management, software deployment, patching, and endpoint security activities.
- Manage user accounts, permissions, group policies, and access controls.
- Support onboarding/offboarding activities and user provisioning.
- Troubleshoot email, authentication, MFA, and collaboration platform issues.
- Support Microsoft Teams Telephony configuration and troubleshooting activities (preferred).
- Escalate critical incidents where required and coordinate with L3/infrastructure teams.
- Maintain technical documentation, SOPs, and knowledge base articles.
- Ensure timely incident resolution in line with SLA requirements.
- Collaborate with regional and global IT teams to support ongoing operational and project activities.
Required Skills & Qualifications
- 8+ years of relevant IT Support / Infrastructure Support experience
- Experience supporting enterprise or regional IT environments preferred
Strong hands-on experience with:
- Microsoft Intune
- SCCM
- Exchange
- Active Directory
- Azure Active Directory (Azure AD / Entra ID)
Good understanding of:
- Windows OS environment
- Microsoft 365 Administration
- Endpoint Management
- User Access Management
- Device Compliance & Policies
Preferred / Bonus Skills
- Microsoft Teams Telephony
- Teams Calling / Voice Administration
- Hybrid Microsoft infrastructure environments
- PowerShell scripting
- ITSM / Ticketing tools (ServiceNow, Jira, etc.)
Soft Skills
- Strong troubleshooting and analytical skills
- Good communication and stakeholder management abilities
- Ability to work independently in a fast-paced support environment
- Team player with strong ownership mindset
The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
