Field Service Engineer & Customer Success – Tech Support

IDEMIA Public Security; Kuala Lumpur; On-site; MYR 42,000 - 65,000; Full time

Job summary

IDEMIA Public Security is seeking a Customer Success / Field Service Engineering professional in Malaysia to provide Level 1 and 2 support, handle on-site administration, troubleshoot issues, and maintain infrastructure. You will collaborate with the Customer Success Engineer team to ensure high service quality for clients in security and identity solutions.

The role requires a Diploma or Bachelor's degree in IT/Engineering and 2–3 years in technical support or field service, with hands-on

Qualifications

• 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
• 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
• Strong analytical, troubleshooting, and problem-solving skills with good communication and interpersonal skills
• Ability to work independently, manage multiple priorities, and collaborate effectively within a team

Responsibilities

• 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 escape 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
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts analysis with guidance of a Customer Success Engineer 2

Skills

Troubleshooting

Linux

Windows

SQL basics

Virtualization

Networking

FortiGate/Cisco

Customer support

Communication

Education

Diploma or Bachelor's degree

Job description

IDEMIA Public Security is seeking a Customer Success / Field Service Engineering professional in Malaysia to provide Level 1 and 2 support, handle on-site administration, troubleshoot issues, and maintain infrastructure. You will collaborate with the Customer Success Engineer team to ensure high service quality for clients in security and identity solutions.

The role requires a Diploma or Bachelor's degree in IT/Engineering and 2–3 years in technical support or field service, with hands-on