Helpdesk Support Engineer

Pacific Comnet (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology solutions provider in Kuala Lumpur is seeking a Helpdesk Support Engineer to handle customer technical support queries via email and phone. The ideal candidate will perform troubleshooting, installation, and support of telecommunication equipment. This role requires professional communication and the ability to work on a rotational shift. Experience with Cisco and VoIP systems is essential. A customer-oriented mindset is critical for ensuring satisfaction and successful resolution of issues.

Qualifications

• Min 1 years of experience in telecommunication hardware administration.
• Good communication skills and customer-oriented.
• Hands-on experience with technical equipment installation.

Responsibilities

• Perform 1st and 2nd level troubleshooting for technical queries.
• Implement and support telecommunication hardware and software.
• Document technical knowledge and maintain detailed records.

Skills

Telecommunication hardware maintenance

VoIP troubleshooting

Project management

Good communication skills

Problem-solving

Tools

Cisco

Yeastar

Asterisk

Job description

As a Helpdesk Support Engineer, you require to attend to customer technical support queries via emails or phone calls and respond professionally. This role requires to work on rotational shift and will be based in the office.

Job Responsibilities

• Perform 1st level and 2nd level troubleshooting to customer technical support queries received via email and phone calls.
• Implement, deploy and support telecommunication hardware, software and solutions to world-class organizations.
• Perform configuration, installation, troubleshooting maintenance of hardware and software related to: WAN and LAN equipment, physical and virtual servers, VOIP, SIP, SAN and other network equipment.
• Pro-actively coordinate, track and manage project, services & solution components until full delivery of completed service/solution to customer.
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Document technical knowledge in the form of notes and manuals.
• Maintain detailed records of daily interactions with customers, installation activities, procedural documents, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

Job Requirements

• Min 1 years of experience in maintaining and administering telecommunication hardware equipment's (Cisco/ Siemens / Panasonic/ Toshiba), VoIP (Yeastar, Yealink, Asterisk, Sangoma, Elastix)
• Experience in administering and troubleshooting voice and data telecommunication services.
• Good communication skills and customer oriented.
• Hands on experience of installing/problem solving technical equipment.
• Experience of working in a number of different environments (office/on-site, one to one/groups), work in a team and independently.
• Project management experience or having been integral to projects would be advantageous.