Customer Success /Field Service Engineering

IDEMIA Public Security; Kampung Malaysia Tambahan; On-site; MYR 42,000 - 54,000; Full time

Job summary

IDEMIA Public Security is seeking a capable Technical Support Specialist to analyze, troubleshoot, and resolve tickets escalated by Level 1/2 support. You will perform on-site admin tasks, system upgrades during post go-live, and maintain IT infrastructure and documentation.

Strong Linux/Windows experience, networking basics, and SQL familiarity are required. Diploma or degree in IT related field and 2–3 years of relevant experience are expected. Travel to customer sites may be required.

Qualifications

• Diploma or bachelor degree in computer science, information technology, engineering, or a related field.
• 2–3 years in technical support, customer support, service desk, field service, or L1/L2 roles.
• Experience handling incidents, requests and tickets per SLA.

Responsibilities

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 within SLA.
• Reproduces and documents customer problems and escalates to solution/product teams as needed.
• Provides input on product usage, configuration and functionality.
• Designs corrective actions or workarounds to resolve issues within SLA.
• Documents resolution progress and communicates with customers.
• Maintains support documentation and conducts on-site administration and preventive maintenance.
• Performs system upgrades at customer premises during post go-live period.
• Ensures procedures are correctly implemented; maintains IT infra and backend hardware/software.
• Conducts analysis with guidance of a Customer Success Engineer 2.

Education

Diploma or Bachelor in CS/IT

Tools

VMware

Hyper-V

FortiGate

Cisco

Job description

• Performs system upgrades at customer premises during post go live period (ramp up/grace period)

Job description

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escalated them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Performs system upgrades at customer premises during post go live period (ramp up/grace period)
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts analysis with guidance of a Customer Success Engineer 2

Profile description

Technical Skills

• Basic hands-on experience with Linux (Red Hat or Oracle Linux) and Windows 11/Windows Server environments.
• Strong troubleshooting skills across applications, operating systems, infrastructure, and hardware.
• Familiarity with Oracle or other relational databases, including basic SQL knowledge.
• Basic understanding of virtualization platforms such as VMware or Hyper-V.
• Basic networking knowledge, including TCP/IP, VLANs, routing, and network devices such as FortiGate and Cisco.
• Knowledge of PowerShell, Ansible, JavaScript, or SQL scripting is an advantage.

Looking For

• Diploma or bachelor degree in computer science, Information Technology, Engineering, or a related field.
• 2 to 3 years of experience in Technical Support, Customer Support, Service Desk, Field Service, or L1/L2 Support roles.
• Experience handling customer incidents, service requests, and support tickets in accordance with SLA requirements.
• Strong analytical, troubleshooting, and problem-solving skills. And good communication and interpersonal skills
• Ability to work independently, manage multiple priorities, and collaborate effectively within a team.
• Experience supporting government or public sector customers is an advantage.
• Proficiency in Bahasa Malaysia and English, both spoken and written.
• Willingness to travel to customer sites when required.
• Valid driving licence and own transportation preferred.