Support Engineer

The Support Engineer is responsible for providing hands-on support to clients at their premises. They diagnose, troubleshoot, and resolve technical issues related to IT hardware, software, and network systems. They also required to perform routine maintenance to ensure clients' IT setups are both optimized and secure.

Job Duties and Responsibilities

· Diagnose and resolve technical issues onsite.

· Assist users in person with IT-related problems, including hardware, software, and connectivity issues.

· Identify root causes of technical issues and implement robust solutions.

· Install, configure, and uphold various IT equipment, such as computers, printers, servers, and network devices.

· Conduct regular system evaluations and preventive maintenance to guarantee optimal performance.

· Act as the primary technical contact for onsite support at the client's location.

· Provide training and guidance to users on how to operate new software and hardware systems.

· Build and maintain strong client relationships through excellent service.

· Document all actions taken and solutions provided in the support ticketing system.

· Submit a daily Technical Service Report (TSR) detailing incident pattern, system efficiency, and maintenance tasks.

· Consistently update and upload essential documents to the designated company storage, including:

- Network infrastructure documents

- Inventory logs of hardware and software assets

- Secure password records

· Ensure personal devices, like laptops, thumb drives, and external hard disks, remain free from malware or viruses, with no unauthorized software or client data.

· Work closely with offsite IT teams and vendors to resolve more complex issues that may require specialized expertise or additional resources.

· Participate in team meetings and training sessions.

· Stay updated with the latest industry trends, technologies, and best practices.

· Attend relevant training and certification courses as required.

· Compliant to company's policy and onsite remote service employee policy.

Job Requirements for Support Engineer

Educational Qualifications

· A diploma or bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

· Industry certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Associate (MCSA), or Cisco Certified Network Associate (CCNA) are advantageous.

Technical Skills

· Proficiency in diagnosing and resolving hardware, software, and networking issues.

· Hands-on experience with installing and configuring IT equipment, including computers, servers, printers, and networking devices.

· Solid understanding of network infrastructure, protocols, and troubleshooting tools (e.g., TCP/IP, DHCP, DNS, ping, traceroute).

· Familiarity with system evaluation and preventive maintenance techniques.

· Knowledge of Active Directory, user account management, and permissions.

· Experience with support ticketing systems and documentation tools.

· Understanding of cybersecurity practices and malware prevention.

Soft Skills

· Strong interpersonal and customer service skills to build and maintain client relationships.

· Excellent communication skills, both written and verbal, to interact effectively with clients and team members.

· Analytical and problem-solving mindset to identify root causes and implement effective solutions.

· Ability to manage multiple tasks and prioritize under pressure.

· Team player with a proactive attitude and willingness to take ownership of issues.

Experience

· 2–5 years of experience in an IT support or field service role.

· Proven experience with onsite support and client-facing roles.

· Familiarity with documenting technical actions and maintaining accurate records.

Physical and Availability Requirements

· Willingness to travel to client locations as required.

· Availability to work outside standard business hours for urgent issues or system maintenance.

· Physically capable of installing and handling IT equipment.

Job Type: Full-time

Pay: RM3,000.00 - RM5,000.00 per month

Benefits:

Cell phone reimbursement
Health insurance
Parental leave
Professional development

Schedule:

Monday to Friday

Supplemental Pay:

Commission pay
Performance bonus
Yearly bonus

Icompucare Global Services Sdn Bhd

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