Field Service & Customer Support Engineer

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

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