Inspur Technical Support Engineer

4 hours ago

Johor Bahru, Johor, Malaysia TITANICOM TECH LIMITED Full time

Job Responsibilities:

1. Issue Handling & Customer Assurance

  • Analyze and filter technical issues escalated by frontline MA engineers, providing quick responses with solutions such as troubleshooting approaches, repair SOPs, and resolution guidance.
  • Support frontline engineers by answering onsite questions and assisting in obtaining official firmware, manuals, and documentation.
  • Escalate and manage customer complaints and urgent incidents effectively.

2. Technical Documentation & Team Enablement

  • Summarize typical cases and solutions encountered during support, standardize high-frequency issue resolutions, and produce technical documents and SOPs (including troubleshooting paths, tool commands, and validation steps).
  • Establish and maintain an internal knowledge management system by consolidating common local issues and creating structured notes.
  • Review and share technical notices from headquarters, ensuring knowledge transfer through regular technical exchanges and training sessions.

3. Continuous Optimization & Technical Self-Sufficiency

  • Regularly review and assess internal technical capabilities, formulate improvement strategies, and implement corrective actions.
  • Enhance engineers' skills and performance through continuous evaluation and development initiatives.
  • Improve technical systems by managing support processes, monitoring, standards, and training, while promoting the establishment of a self-sustaining internal technical management framework.

Basic Job Requirement:

  1. Bachelor's degree or above in Information Technology or related fields (Electronics, Telecommunications, Computer Science, Automation, etc.).
  2. Familiarity with servers, storage, and related IT equipment, preferably with hands-on experience in onsite maintenance and implementation.
  3. Strong abilities in learning, using technical tools, communication, coordination, and customer service.
  4. Excellent English and Mandarin communication skills.

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