Technical Support Engineer
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Job Title: Technical Support Engineer
Location: Kuala Lumpur (Depends on clients requirement)
About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative and Business & Strategy markets. We have global offices in US, UAE, India, Malaysia and Australia.
We welcome fresh graduates to apply for this junior role, offering an opportunity to develop technical support skills in a dynamic environment. Overview: Based in Kuala Lumpur, this position operates under regular office hours (8x5) with a standby requirement outside of these hours, providing essential 24x7 remote support when needed.
Key Responsibilities
Location: Kuala Lumpur (Depends on clients requirement)
About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative and Business & Strategy markets. We have global offices in US, UAE, India, Malaysia and Australia.
We welcome fresh graduates to apply for this junior role, offering an opportunity to develop technical support skills in a dynamic environment. Overview: Based in Kuala Lumpur, this position operates under regular office hours (8x5) with a standby requirement outside of these hours, providing essential 24x7 remote support when needed.
Key Responsibilities
- Serve as the first point of contact (L1) for incoming technical support requests,with a focus on server and network technologies.
- Diagnose and resolve technical issues, maintaining SLAs to minimize downtime andensure high service quality.
- Actively reduce dropped call rates and proactively work to avoid SLA breaches.
- Escalate complex issues to higher-level support teams when necessary, ensuringownership is maintained until resolution.
- Manage tickets through the service desk system, documenting each issue andresolution thoroughly.
- Support customers across APAC regions, adapting communication styles to meetdiverse needs and ensure clarity.
- Provide remote standby support outside of regular hours, ensuring rapid responseand resolution in a 24x7 support setup.
- Collaborate with internal teams and external partners to improve support processesand customer satisfaction.
- Ensure a positive customer experience with timely, accurate resolutions and effectivecommunication throughout the support process.
- Perform detailed fault diagnosis, troubleshooting, and repair of server hardware(e.g., motherboard, CPU, memory, power supply), offering prompt on-siteemergency support to restore normal server operations.
- Minimum of 2 years in a technical support/helpdesk/service desk role.
- Proficient in server administration and network troubleshooting.
- Experience using ticketing systems with knowledge of SLA management.
- Solid understanding of IT infrastructure and support, with a focus on L1 troubleshooting.
- Excellent English communication skills, both written and verbal (additional languages such as Bahasa Malaysia, Mandarin, or Bahasa Indonesia are a plus).
- Strong problem-solving abilities with the capability to remain calm under pressure and resolve issues efficiently.
- Ability to work independently during remote standby hours, responding promptly in a 24x7 environment.
- Willingness to provide after-hours remote support as part of a 24x7 response team.
- Industry certifications such as CompTIA, CCNA, or ITIL.
- Experience working in a global service desk or call center environment.
- Prior experience supporting customers in the APAC region.
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