Senior IT Support Specialist
About Us
MoneyHero Limited (NASDAQ: MNY) is a leading tech- and AI-powered personal finance aggregation and comparison platform that provides consumers with actionable insights to discover, compare, and choose the best financial products with confidence — bringing data intelligence and seamless digital access across insurance and banking solutions. The Company operates in Singapore, Hong Kong, Taiwan and the Philippines. Its brand portfolio includes B2C platforms MoneyHero, SingSaver, Money101, Moneymax and Seedly, as well as the B2B platform Creatory. The Company also holds a preference share investment in Jirnexu Pte. Ltd. MoneyHero had over 280 commercial partner relationships as at June 30, 2026, and had approximately 3.7 million Monthly Unique Users across its platform for the three months ended June 30, 2026.
What We Offer
You will be entitled to a competitive salary and attractive benefits, including:
- Annual leave, birthday leave, tenure leave, international remote work leave, and more
- Five-day work week, remote work arrangement
- Professional trainings, career advancement and internal mobility opportunities
- Competitive benefits including insurance and mental wellness program
About the Job
The Senior IT Support Specialist will be responsible for delivering end-to-end technical support, IT asset management, and service delivery for end users across the organization. This role requires strong ownership in handling day-to-day support requests, maintaining accurate asset records, coordinating with vendors and stakeholders, and supporting security and compliance activities. The ideal candidate is a proactive problem solver with strong technical troubleshooting skills, excellent communication, and the ability to manage a high volume of requests while maintaining proper documentation and SLA compliance.
The Senior IT Support Specialist will be responsible for:
- End-User Support
- Set up, configure, maintain, and troubleshoot laptops, desktops, mobile devices, peripherals, and other end-user equipment.
- Diagnose and resolve hardware, operating system, software, connectivity, and application-related issues.
- Provide remote support to end users as required.
- Support multiple business applications and integrated systems simultaneously.
- Assist users with account, access, configuration, and basic application-related issues.
- Support new-hire onboarding and departing-employee offboarding, including account provisioning, equipment issuance, and access revocation in coordination with HR.
- Document troubleshooting activities, resolutions, and relevant technical information in the ITSM/ticketing system.
- IT Asset Management
- Coordinate and assist with IT asset procurement in collaboration with relevant teams and personnel.
- Maintain accurate records of IT assets, including assignment, ownership, location, status, and lifecycle information.
- Manage, maintain, and physically handle IT equipment and other technology assets.
- Coordinate asset deployment, retrieval, transfer, and disposal, including remote coordination where applicable.
- Administer equipment checkout/handover processes, ensuring condition is documented at issuance and return.
- Use asset management systems or tools (e.g., JumpCloud, internal asset trackers) to maintain accurate mapping between system records and physical assets.
- Support periodic asset inventory, reconciliation, and disposal activities across supported markets.
- Service Management
- Manage day-to-day IT support requests and incidents in accordance with established ITSM processes and SLAs.
- Prioritize and respond appropriately to incidents based on urgency, impact, and business requirements.
- Perform proper incident escalation and coordinate with teams, vendors, or other technical stakeholders when required.
- Maintain clear and timely communication with users throughout the resolution process, particularly for urgent or high-impact incidents.
- Handle a high volume of support requests, while maintaining proper documentation, prioritization, and follow-through.
- Ensure all incidents, requests, troubleshooting activities, and resolutions are properly logged and documented.
- Prepare and maintain service management reports, audit documentation, ticket records, SLA performance reports, and other operational metrics as required for service reviews, compliance, and audit activities.
- Draft and maintain internal documentation such as SOPs and Confluence knowledge base articles to support consistent service delivery and team knowledge-sharing.
- Vendor & Stakeholder Coordination
- Liaise with external vendors and service providers on hardware delivery, repairs, disposal, and support escalations.
- Track vendor response times and follow up on outstanding vendor actions to ensure timely resolution.
- Support the collection of vendor compliance documentation (e.g., SOC reports) as required for audit and security review purposes.
- Coordinate cross-functionally with HR, Finance, and regional office stakeholders on asset, access, and onboarding/offboarding matters.
- Security & Compliance Support
- Monitor and action security alerts and policy compliance notifications (e.g., device encryption status, expired credentials, unenrolled devices) within assigned tools.
- Support periodic access reviews and audit evidence collection, including offboarding verification and look-back checks.
- Escalate suspicious activity or potential security incidents promptly in accordance with incident response procedures.
- Maintain awareness of and adherence to company IT policies, including acceptable use, data protection, and asset handling standards.
In this role, we are looking for someone with:
- Technical Skills:
- Experience with Identity and Access Management (IAM) or Identity Provider (IdP) platforms such as JumpCloud, Okta, Microsoft Entra ID, or similar.
- Experience with IT Service Management (ITSM) tools such as Jira Service Management, ServiceNow, Freshservice, or similar ticketing platforms.
- Practical experience troubleshooting laptops, desktops, peripherals, and other hardware devices through remote support tools.
- Working knowledge of common endpoint operating systems (Windows, macOS), productivity applications (Google Workspace and/or Microsoft 365), networking basics, and basic user-access troubleshooting.
- Familiarity with collaboration and documentation tools such as Atlassian Confluence and JIRA.
- Understanding of basic ITSM processes, including Incident Management, Service Request Management, Escalation Management, and SLA management.
- Basic understanding of IT asset lifecycle management and hardware disposal/compliance practices is an advantage.
- Experience with automation and AI-enabled IT support tools is not required but considered an advantage.
- Soft Skills:
- Strong logical and critical-thinking skills, with the ability to systematically troubleshoot and resolve technical issues.
- Demonstrates a strong sense of urgency, ownership, accountability, and sound judgment, particularly when handling business-critical incidents.
- Strong verbal and written English communication skills, with the ability to communicate technical information clearly to both technical and non-technical users.
- Able to manage multiple concurrent tasks, incidents, and user requests while maintaining appropriate prioritization.
- Proactive and self-driven, with a high degree of ownership and initiative in identifying and resolving issues.
- Able to work effectively with internal teams, technical specialists, vendors, and business stakeholders.
- Customer-service oriented, professional, and able to remain composed when handling urgent or challenging support situations.
- Preferred Experience:
- 3-5 years of relevant experience in IT support, service desk, or IT operations role.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Comfortable working in a fast-paced, multi-market environment with regional stakeholders.
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3-5 years IT support experience; experience with IAM platforms (JumpCloud, Okta, Microsoft Entra ID), ITSM tools (Jira Service Management, ServiceNow, Freshservice), Windows/macOS, Google Workspace/Microsoft 365, Confluence/JIRA; strong English communication.
Key Responsibilities
- providing technical support
- managing IT assets
- coordinating vendors
Skills & Tools
JumpCloud, Okta, Microsoft Entra ID, Jira Service Management, ServiceNow, Freshservice, Windows, macOS, Google Workspace, Microsoft 365, Atlassian Confluence, JIRA
Job Details
- Category: Information Technology
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Kuala Lumpur, Kuala Lumpur, Malaysia
- Languages: English
Benefits
- Generous paid time off
About MoneyHero Group
A leading personal finance aggregation and comparison company in Greater Southeast Asia, connecting consumers to financial products. — Industry: Information Technology