全职 Information Technology Support Engineer Jobs, in Century Software (Malaysia) Sdn Bhd Petaling Jaya - Ricebowl

Century Software (M) Sdn Bhd is seeking a Support Engineer to support and maintain the client projects. The successful candidate will report to the Support Lead and be responsible for resolving customer issues, troubleshooting system problems and coordinating with internal technical teams.

• Take ownership of customer-reported issues and manage them through to resolution.
• Research, diagnose and troubleshoot software, hardware, account setup and network-related issues.
• Identify appropriate solutions and guide customers through troubleshooting steps via telephone, email or chat.
• Ask targeted questions to understand and identify the root cause of technical problems.
• Track and manage support issues within the agreed service timelines.
• Escalate unresolved or complex issues to the appropriate internal teams, including software developers.
• Provide prompt, accurate and professional feedback to customers.
• Refer to internal databases, documentation and external resources to identify suitable technical solutions.
• Ensure all customer issues, troubleshooting actions and resolutions are properly logged.
• Prioritise and manage multiple open support cases simultaneously.
• Follow up with customers to confirm that their systems are fully functional after troubleshooting.
• Prepare accurate and timely support reports.
• Develop and maintain technical documentation, user notes and manuals.
• Build and maintain positive working relationships with customers.

• Degree in Information Technology, Computer Science or a related discipline.
• 1–3 years of relevant working experience in technical support, application support or system support.
• Experience in data exchange and system integration.
• Experience with ERP or accounting systems is an added advantage.
• Proficient in Microsoft Office applications.
• Good written and spoken communication skills in Bahasa Malaysia and English.
• Strong analytical, troubleshooting and problem-solving skills.
• Able to manage multiple issues and work within agreed deadlines.
• Customer-focused, responsible and able to take ownership of assigned cases.

• Application support
• Technical troubleshooting
• ERP systems
• Accounting software
• System integration
• Data exchange
• Incident management
• Root-cause analysis
• Customer support
• Technical documentation

• Interested candidates may submit their updated résumé to *************