IT Support Officer

Tropical Cloud Works provides IT support and managed services to offices, clinics, and warehouses across Bintulu, handling everything from network cabling to helpdesk tickets. We are a small, hands-on team that genuinely prides itself on fast turnaround and on treating clients as neighbours rather than ticket numbers. Because we cover such a wide range of clients and problems, the work is varied, practical, and a great way to build real breadth across IT support and basic infrastructure.

We need an IT Support Officer to be the first point of contact whenever something breaks — handling helpdesk tickets, network troubleshooting, and on-site visits across our Bintulu client base. You'll be out of the office as often as you're in it, and no two days look quite the same. It is an ideal role for someone practical and personable who enjoys solving real problems for real people and doesn't mind rolling up their sleeves on-site.

Key responsibilities

• Triage and resolve helpdesk tickets across email, phone, and remote support sessions
• Diagnose and fix basic network and Wi-Fi connectivity issues on-site
• Set up new workstations, printers, and peripherals for client offices
• Maintain an accurate inventory of client hardware and warranty status
• Escalate complex infrastructure issues to senior technicians with clear notes
• Document recurring issues and their fixes in the internal knowledge base
• Perform basic preventive maintenance checks during scheduled site visits
• Keep clients calmly updated on ticket progress until issues are resolved

What we offer

• Transport allowance for site visits
• EPF, SOCSO, and medical coverage
• Broad hands-on IT experience
• Supportive small team

Requirements

• Diploma in IT or a related field, or equivalent hands-on experience
• Basic networking knowledge covering routers, switches, and Wi-Fi troubleshooting
• Own motorcycle or car for site visits around Bintulu town
• Patient, clear communicator, as many clients are non-technical
• Comfortable working independently once dispatched to a client site