About the Role

We are looking for a hands-on Product Technical Support Engineer to provide technical support for ASUS PC and notebook products, working closely with Authorized Service Centres, service partners and internal teams.

This role is suited to someone with strong hardware troubleshooting and problem-solving skills who can independently diagnose technical issues, perform root cause analysis and communicate solutions clearly to both technical and non-technical stakeholders.

Responsibilities

Provide technical support and solutions to ASUS Authorized Service Centres and service partners through the ticketing system within agreed SLA.
Diagnose and troubleshoot PC/notebook hardware issues, identify faults and recommend appropriate corrective actions.
Conduct root cause analysis (RCA) for recurring or complex technical issues and coordinate appropriate solutions with relevant teams.
Monitor technical cases and ensure timely follow-up, escalation and closure.
Review repair, return and product performance data to identify recurring technical issues and improvement opportunities.
Prepare technical support, issue-tracking and product performance reports.
Conduct site visits when required to investigate technical issues and gather information for solutions or proposals.
Develop technical materials and provide product/troubleshooting training to service centres, Call Centre agents and enterprise customers.
Work closely with service partners and internal stakeholders to resolve technical issues and support service quality improvements.

Requirements

Diploma or Bachelor's Degree in Computer Engineering, Electrical/Electronic Engineering, Computer Science, Information Technology or a related technical field.
Minimum 2 years of experience in Technical Support, Product Support, Hardware Troubleshooting, Service Engineering or a related IT hardware environment.
Strong knowledge of PC/notebook hardware components, architecture and troubleshooting.
Hands-on experience diagnosing hardware faults and performing root cause analysis.
Experience supporting PCs, notebooks, desktops, workstations or related IT hardware products will be an advantage.
Experience with service centres, repair centres, RMA/warranty processes or technical service partners will be an added advantage.
Familiarity with Windows, BIOS/UEFI, drivers and firmware troubleshooting.
Strong analytical, troubleshooting and problem-solving skills.
Able to independently manage multiple technical cases and work within SLA timelines.
Good communication skills with the ability to explain technical issues clearly to different stakeholders.
Good command of written and spoken English.
Willing to conduct site visits when required.

What You Will Gain

Hands-on exposure to PC and notebook product troubleshooting and technical support.
Experience in root cause analysis, product quality issues and service operations.
Opportunities to work closely with service partners, product teams and regional/HQ stakeholders.
Exposure to technical training, product performance analysis and continuous service improvement.

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Product Technical Support Engineer (PC - Notebook Hardware)

Product Technical Support Engineer (PC - Notebook Hardware)

Product Technical Support Engineer (PC - Notebook Hardware)