Engineer, Technical Support

Your roles and responsibilities: • Handle technical issues highlighted by external and internal clients in a timely and professional manner via email, phone instant messaging, or any other approved • communication channel. • Respond, perform 1st level troubleshooting, escalation, follow up and resolve cases within OLA & SLA. • Monitor Alerts – Check and resolve alert events, escalating to relevant parties when needed. Ensure monitoring systems are working properly and not triggering false alerts. • Assist in client integration and tests, working with regional colleagues / partners when needed. • Share knowledge with the team by preparing KB articles and participate in KS sessions. • Adhere to Support Operations SOP and policies (shift handover, task checklists, helpdesk, ISMS, etc.) • Practise good discipline in attendance, punctuality and stewardship of company assets (phones, sims), ensuring smooth operations and transition between shifts. • Communicate clearly, providing regular updates to clients, colleagues, external partners, etc. where necessary. • Support maintenance or migration activities by performing tests, verification, monitoring and updating stakeholders, ensuring minimal disruption to MACROKIOSK services. • Highlight problems to Problem Management Lead in the event of any recurring incidents or major incident requiring permanent solution. • Support and participate in any other improvement efforts carried out in line with Technical Support team and company objectives. What we need from you: • At least 1 year of working experience in support operation, systems monitoring and troubleshooting. • Good verbal and written English and Bahasa Malaysia communication skills. • Knowledge of other languages would be an advantage. • Personality traits - pleasant, self-motivated, enthusiastic, meticulous, result-oriented, responsible, independent, trustworthy, ethical and a team player. • Experience in server monitoring, troubleshooting and problem-solving skills. • Ability to tolerate high pressure from demanding clients. • Must be able to work on shift (24 x 7). • Possess a Diploma/Degree in Computer Engineering, Computer Science/Information Technology or its equivalent.