Customer Success /Field Service Engineering 1

IDEMIA Public Security; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

IDEMIA Public Security is seeking a customer-focused and technically inclined Customer Service Support Executive in Kuala Lumpur to provide Level 1 and Level 2 support to customers. The role involves handling inquiries, troubleshooting issues, resolving incidents, and escalating complex cases as needed.

Diploma or Bachelor in CS/IT/Engineering is preferred, with 2–3 years in related roles. The position emphasizes application performance, availability, and collaboration with technical teams to

Qualifications

• 2–3 years of experience in Technical Support, Customer Support, Service Desk, Field Service, or L1/L2 roles.
• Strong analytical, troubleshooting, and problem-solving skills; good communication and interpersonal skills.
• Willingness to travel to customer sites when required; Bahasa Malaysia and English proficiency.

Responsibilities

• analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 within SLA or OLA.
• Reproduces and documents customer problems and elevates them to relevant solution or product teams.
• Provides input on product and customer-specific functionality, configuration and usage.
• Designs corrective action plans or local workarounds to solve issues within SLA.
• Documents ticket resolutions and reports progress to customers.
• Performs on-site administration and preventive maintenance.
• Conducts system upgrades at customer premises during post go-live period.

Skills

Linux

Windows

Troubleshooting

SQL

Scripting

Networking basics

Virtualization

PowerShell

Ansible

JavaScript

Education

Diploma or Bachelor degree in Computer Science / IT / Engineering

Job description

At IDEMIA, we aim to offer our employees, a dynamic and exciting environment where you have opportunities for career growth and professional development.

Internal mobility is a great way for you to energize your career and to build your personal brand. It’s also a great way to explore other functions, professions or countries as IDEMIA operates in different businesses and in 50+ locations around the world.

Purpose

We are seeking a customer-focused and technically inclined Customer Service Support Executive to provide Level 1 and Level 2 support to customers. The role involves handling customer inquiries, troubleshooting issues, resolving incidents, and escalating complex cases when necessary. The ideal candidate should have 2 to 3 years of experience in customer service or technical support.

This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key Missions

• 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 elevate 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 & Other Information

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.

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