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Technical Support Engineer

RM 3,000 - RM 3,499 / month

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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: 1. Customer Support (Level 1-3): o Provide first-line technical support via various communication channels, adhering to Service Level Agreements (SLAs). o Resolve complex technical issues, requiring deep troubleshooting, root cause analysis, and specialized knowledge, both on-site and remotely. o Collaborate with cross-functional teams to escalate and resolve difficult technical challenges. 2. Preventive Maintenance & IT Support: o Perform routine preventive maintenance on client sites. o Provide office IT support, including assisting with email, computer setup, and troubleshooting. 3. System Installation & Network Configuration: o Conduct system installations (hardware/software) for project deployment. o Assess, configure, and troubleshoot network infrastructure, including routers, switches, and cabling. 4. Hardware & Software Troubleshooting: o Diagnose and resolve hardware issues, including motherboard-level troubleshooting and component replacements. o Resolve software-related issues such as installation errors, compatibility problems, and application debugging. o Address technical challenges in legacy systems, including Windows 7 and Linux, ensuring compatibility and operational integrity. 5. Remote Support & Cybersecurity: o Provide remote troubleshooting support using tools such as TeamViewer, AnyDesk, RDP, or VNC. o Apply cybersecurity principles to identify vulnerabilities and implement security measures, ensuring system integrity and data safety. 6. Documentation & Technical Reporting: o Maintain detailed customer service reports, interactions, troubleshooting steps, and solutions. o Create and maintain technical documentation, including maintenance procedures, SOPs, user manuals, and certification reports. 7. Additional Duties: o Involve in the procurement process for hardware/software/firmware and related equipment as well as inventory management. o Collaborate with the team to improve processes and add value to projects. 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.