Technical Support Engineer

1 week ago

Petaling Jaya, Selangor, Malaysia Applicable Limited Full time

About Applicable Limited

We are a trusted global innovator of business and technology services. Our team serves 75% of the Fortune Global 100, committed to helping clients innovate, optimize and transform for long-term success.

Our Mission

At Applicable Limited, we invest over $3.6 billion each year in R&D to help organizations move confidently and sustainably into the digital future. We have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.

The Role

This is an entry-level engineering role responsible for providing first-line remote and/or onsite technical support and field engineering service to clients. You will be proactively identifying and resolving technical incidents and problems by restoring service to clients through pre-emptive service incident and resolution activities.

Your Key Responsibilities

  • You will ensure that the assigned infrastructure at the client site is configured, installed, tested and operational.
  • You will ensure that any software that is part of the solution is installed and configured according to client requirements.
  • You will proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail.
  • You will liaise with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
  • You will investigate first line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
  • You will respond to and diagnose all alerts, escalate to L2 Field Engineer when unable to resolve within the stipulated time.
  • You will ensure incidents are updated with progress and resolution details in a timely manner using the required platform.
  • You will ensure the efficient and comprehensive resolution of incidents and requests.
  • You will apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
  • You will investigate problems in systems, processes and services and assist with the implementation of agreed remedies and preventative measures.
  • You will provide first line remote and onsite technical support to clients.
  • You will report and escalate issues to 3rd party vendors if necessary.
  • You will follow the required handover procedures for shift changes to ensure service continuity.

Key Skills and Qualifications

  • Good communication skills, both verbal and written.
  • Ability to plan activities and projects well in advance, and take into account possible changing circumstances.
  • Ability to maintain a positive outlook at work.
  • Ability to work well in a pressurized environment.
  • Ability to work hard and put in longer hours when it is necessary.
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
  • Ability to adapt to changing circumstances.
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Acknowledgement

We are proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

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