SOFTWARE SUPPORT ENGINEER
Product & Engineering Department
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use phone, email and chat applications to give clients ranges of support from quick answers to simple IT issues to more complex problems that require nuanced instruction and/or provide clear, written instructions and technical manuals. You will also be required to work closely with Principal engineers in order to meet issue resolutions within the SLA period.
If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Track computer system issues through to resolution, within agreed time limits.
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions.
Ensure all issues are properly logged
Prioritise and manage several open issues at one time.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals.
Maintain jovial relationships with clients.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and troubleshoot basic technical issues.
Familiarity with remote desktop applications and ITSM software
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal in Bahasa Malaysia and English.
BS degree in Information Technology, Computer Science or relevant field with at least 2 years of working experience.
Additional certification in Microsoft, Linux, Cisco, SaaS support or similar technologies is a plus.