全职 Technical Support 工作, 薪水 up to MYR 4,500, Aptronix Selangor 公司招聘中 - Ricebowl

Job Overview:

We are seeking a dedicated and skilled Technical Support Engineer to join our dynamic team. The successful candidate will play a crucial role in ensuring customer satisfaction by providing technical support, troubleshooting issues, and delivering effective solutions. As a Technical Support Engineer, you will collaborate with customers, internal teams, and third-party vendors to resolve technical issues promptly.

Job Responsibilities:

Technical Support:

• Respond to customer inquiries and provide technical support within Service Level Agreements (SLAs) via various communication channels. (Level 1 Support)
• Handle more complex technical issues, whether on-site or in-house, that cannot be resolved at the initial resolution attempts. These issues may require deeper troubleshooting, root cause analysis, and specialized knowledge for resolution, which may also involve in-house repair or coordination with OEM/suppliers. (Level 2/3 Support)
• Collaborate with cross-functional teams to escalate and resolve difficult issues.
• Perform routine preventive maintenance on clients' sites and offices.
• Manage procurement of hardware components and spare parts, as well as inventory.
• Provide office IT support, including assistance with emails, computer setup, and troubleshooting.
• Carry out system installation (hardware and software) during project deployment.
• Document customer service reports, interactions, troubleshooting steps, and solutions in a clear and organized manner.
• Diagnose and resolve hardware issues, including motherboard-level troubleshooting and component replacements.
• Assess, configure, and troubleshoot network infrastructure, including routers, switches, and network cabling.
• Demonstrate independence and reliability in traveling to client sites to perform on-site technical support and system installations.
• Resolve software-related issues such as installation errors, compatibility problems, and application debugging.
• Provide precise and effective remote troubleshooting support using tools such as TeamViewer, Anydesk, RDP, or VNC.
• Address technical challenges in legacy systems, including Windows 7 and Linux, ensuring compatibility and operational integrity.
• Apply cybersecurity principles to identify vulnerabilities, implement security measures, and ensure the integrity and safety of systems and data.

Attributes Required:

• Good customer service skills to communicate effectively with end-users and provide support in a professional and courteous manner.
• Good problem-solving skills to diagnose and resolve technical issues efficiently.
• Effective troubleshooting communication involves clear and concise explanations of technical issues coupled with active listening.
• Good time management to manage multiple tasks and able to prioritize tasks effectively.
• Good documentation skills to produce accurate documentation for issue tracking, knowledge sharing, and future reference.
• Proficiency in both independent work and collaborative teamwork within a team setting.
• Proactive with a strong willingness to learn.

Qualifications:

• Educational Background:
• Bachelor's degree in Information Technology or a related technical field, or equivalent practical experience.
• Experience:
• Proven experience in a customer support or technical support role.
• Proficiency in troubleshooting hardware and software issues.
• Strong understanding of IT fundamentals, including operating systems (Windows especially), networking concepts, computer hardware components, and software applications.
• Technical Skills:
• Advanced knowledge of computer hardware components, including motherboard troubleshooting.
• Strong understanding of networking technologies, including VLANs, VPNs, and cloud-based networking solutions.
• Expertise in analyzing and resolving software-related issues across various operating systems and applications.
• Proficiency in using remote access tools for troubleshooting and support.
• Competency in addressing challenges with legacy operating systems such as Windows 7 and Linux.
• Knowledge and experience in implementing and maintaining cybersecurity measures.
• Soft Skills:
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work well under pressure and handle multiple tasks simultaneously.
• Availability and capability to travel independently for extended durations when required for project deployment or critical support.

Preferred Skills:

• Operating Systems: Proficiency in various operating systems such as Windows, macOS and Linux.
• Networking: Advanced understanding of networking fundamentals, including TCP/IP, DNS, DHCP.
• Hardware Troubleshooting: Ability to diagnose and repair hardware issues for components such as CPUs, RAM, hard drives, and peripherals.
• Software Troubleshooting: Experience in troubleshooting software issues, including installation errors, compatibility issues, and application crashes.
• Remote Desktop Tools: Familiarity with tools like TeamViewer, Anydesk, RDP, or VNC for providing remote assistance.
• Database Knowledge: Basic knowledge of database systems such as SQL Server, MySQL, for troubleshooting database-related issues.
• Electrical Knowledge: Understanding fundamental electrical principles for troubleshooting electrical issues.

Bonus Skills:

• Leadership abilities to guide team members.
• Expertise in advanced networking and data communication, including cloud technologies and Modbus.
• Proficiency in other operating systems such as Unix.
• Understanding of cybersecurity principles.

Job Type: Full-time

Pay: RM2,500.00 - RM4,500.00 per month

Application Question(s):

• What is your notice period?
• What is your current & expected salary?
• When is your birthdate?

Willingness to travel:

• 75% (Required)

Work Location: In person