IT Support Technician

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role:

As an IT Support Technician at Lyra Health International, you will play a crucial role in ensuring the smooth operation of IT systems and provide a positive experience for end-users. The role is full-time, reporting to the International IT Lead.

This role is based in the country of Malaysia and is a hybrid position, with 4 days a week onsite in the Puchong, Selangor office (Kuala Lumpur), and one day a week working from home.  

• Act as the first point of contact for IT-related issues for teams in the APAC region. Provide
• Timely and effective responses to user requests through various communication channels, such as, email, Zoom, Google Meet or Slack.
• Log and prioritize support tickets using ServiceNow platform.
• Troubleshoot and resolve hardware and software issues remotely.
• Assist in the installation, configuration, and maintenance of Windows laptops and MacBooks.
• Collaborate with other IT professionals and cross-functional teams.
• Escalate complex problems to higher-level support or specialized IT teams when necessary.
• Create and update documentation for common issues and solutions.
• Conduct training sessions for end-users on IT-related topics.
• Effectively communicate technical information to non-technical users.

• Computer Science, Information Technology, or related Certification Levels 1 - 3.
• 3+ years proven experience in IT support or a related role.
• Strong knowledge of Windows and macOS operating systems.
• Google Workspace Administration: users/groups, group policies
• Remote device management and authorisation: Okta, Intune, Apple/Android management policies
• AD Administration: users/groups, group policies, Azure and Office 365
• Atlassian Suite: Confluence and Jira
• Excellent written and spoken English
• Excellent problem-solving and communication skills.
• Ability to work independently and collaboratively in a team environment.
• Experience working in an international company would be a plus.

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR.  Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."