Focus on the Family Malaysia (FOFM) is a not-for-profit organisation dedicated to helping families thrive. Since 1997, we provide relevant, reliable and reproducible programmes, trusted resources, and family counselling services that strengthen relationships in marriage, parenting, and youth. We partner with like-minded individuals and organisations to nurture, support, and protect time-honoured values and the institution of the family – because we believe strong families build strong communities.
We are looking for a hands-on and resourceful IT & Systems Lead to independently manage and strengthen FOFM’s technology environment. This role oversees IT systems, supports day-to-day technology needs, and drives practical improvements across infrastructure, CRM capabilities, digital operations, and systems integration. The ideal candidate enjoys a broad scope of responsibilities and is passionate about using technology to enable smarter, more effective ways of serving our mission.
Being proactive in identifying and developing new business opportunities via effective selection and categorisation of customers.
Practice effective account planning, preparation and reporting by ensuring concise and effective update of reports as required by management.
Demonstrate effective account management and development via Account analysis to establish a deep understanding of the customer’s business and their problems/concerns and priorities
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Maintain and perform necessary support at customer site, such as troubleshooting, corrective and preventive maintenance, and installation hardware and software modification
Provide service training to the customer and peers
Deliver positive technological experience to thousands of customers. We’re looking for a hands-on IT Technician who’s comfortable in fast-paced, real-world environments and enjoys solving problems where it matters most: on the ground.
This role is centered around maintaining and supporting the physical infrastructure in our stores. From server racks to in-store terminals, you’ll be our go-to person for hardware reliability, cabling standards, and first-line IT support.
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Provide first-line IT support and request fulfilment through ServiceNow across Microsoft 365, Entra ID, endpoint, connectivity, and security-related services.
Own and manage incidents and service requests from initial contact through to resolution or effective escalation, ensuring SLA compliance.
Deliver clear, timely, and professional communication to users throughout the entire ticket lifecycle.
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Collaborate with the sales team to assess customer needs, deliver product demonstrations, and support the validation/evaluation of new diagnostic systems.
Maintain deep knowledge of the current and future veterinary diagnostic product portfolio.
Provides onsite support to veterinary practices, laboratory research, and veterinary academic settings and is responsible for the overall business health and customer satisfaction
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Serve as the senior (L3) escalation point for application incidents and change requests that require code-level fixes on the Mendix Low-Code Platform.
Perform thorough investigation and root cause analysis of reported issues, and design and implement code changes to resolve bugs and deliver small change requests (CRs).
Coordinate and execute deployments of fixes and changes, ensuring releases do not disrupt the client's ongoing project team, timelines, or environments.
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Manage and maintain IT infrastructure across five continental organizations, including servers, networks, workstations, and telecommunications systems, ensuring consistency and compliance across all regional locations
Lead, mentor, and support a small IT team while coordinating technical resources and support across Australia, Korea, Japan, Taiwan, and Singapore
Oversee technical support operations and help desk functions across all regional markets to ensure timely resolution of user issues, accounting for multiple time zones
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