Technical Support

**Job Overview**:
**Responsibilities**:
**Technical Support**:

- Respond to customer inquiries and provide technical support within Service Level Agreements (SLAs) via various communication channels. (Level 1 Support)
- Handle more complex technical issues, whether on-site or in-house, that cannot be resolved at the initial resolution attempts. These issues may require deeper troubleshooting, root cause analysis, and specialized knowledge for resolution, which may also involve in-house repair or coordination with OEM/suppliers. (Level 2/3 Support)
- Collaborate with cross-functional teams to escalate and resolve difficult issues.
- Perform routine preventive maintenance on clients' sites and offices.
- Manage procurement of hardware components and spare parts, as well as inventory.
- Carry out system installation (hardware and software) during project deployment.
- Document customer service reports, interactions, troubleshooting steps, and solutions in a clear and organized manner.
- Diagnose and resolve hardware issues, including motherboard-level troubleshooting and component replacements.
- Assess, configure, and troubleshoot network infrastructure, including routers, switches, and network cabling.
- Demonstrate independence and reliability in traveling to client sites to perform on-site technical support and system installations.
- Provide precise and effective remote troubleshooting support using tools such as TeamViewer, Anydesk, RDP, or VNC.
- Address technical challenges in legacy systems, including Windows 7 and Linux, ensuring compatibility and operational integrity.

**Attributes Required**:

- Good customer service skills to communicate effectively with end-users and provide support in a professional and courteous manner.
- Good problem-solving skills to diagnose and resolve technical issues efficiently.
- Effective troubleshooting communication involves clear and concise explanations of technical issues coupled with active listening.
- Good time management to manage multiple tasks and able to prioritize tasks effectively.
- Good documentation skills to produce accurate documentation for issue tracking, knowledge sharing, and future reference.
- Proficiency in both independent work and collaborative teamwork within a team setting.
- Proactive with a strong willingness to learn.

**Qualifications**:

- Educational Background:

- Bachelor's degree in Information Technology or a related technical field, or equivalent practical experience.
- Experience:

- Proven experience in a customer support or technical support role.
- Proficiency in troubleshooting hardware and software issues.
- Technical Skills:

- Advanced knowledge of computer hardware components, including motherboard troubleshooting.
- Strong understanding of networking technologies, including VLANs, VPNs, and cloud-based networking solutions.
- Proficiency in using remote access tools for troubleshooting and support.
- Competency in addressing challenges with legacy operating systems such as Windows 7 and Linux.
- Knowledge and experience in implementing and maintaining cybersecurity measures.
- Soft Skills:

- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Ability to work well under pressure and handle multiple tasks simultaneously.
- Availability and capability to travel independently for extended durations when required for project deployment or critical support.

**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.
- 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.

**Bonus Skills**:

- Leadership abilities to guide team members.
- Expertise in advanced networking and data communication, including cloud technologies and Modbus.
- Proficiency in other operating systems such as Unix.
- Understanding of cybersecurity principles.

Pay: RM2,500.00 - RM4,000.00 per month

Schedule:

- Monday to Friday

Application Question(s):

- What is your notice period?
- What is your expected salary?

Willingness to travel:

- 75% (required)

Work Location: In person