Helpdesk Support Engineer

Pacific Comnet (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A telecommunication solutions provider is looking for a Helpdesk Support Engineer in Kuala Lumpur. The role involves attending to customer support queries via phone and email, performing troubleshooting for technical issues, and maintaining telecommunication hardware. Candidates should possess at least 1 year of experience in the industry, specifically with equipment like Cisco and VoIP systems. Strong communication skills and customer orientation are key for success in this position. The job is office-based with rotational shifts.

Qualifications

• Minimum 1 year of experience in maintaining telecommunication hardware.
• Experience in troubleshooting voice and data telecommunication services.
• Hands-on skills in installing and solving technical equipment issues.

Responsibilities

• Perform 1st and 2nd level troubleshooting for customer queries.
• Implement and support telecommunication hardware and software solutions.
• Document technical knowledge and maintain customer interaction records.
• Communicate effectively with end users to resolve issues.

Skills

Customer oriented

Good communication skills

Troubleshooting technical issues

Hands-on experience with VoIP

Tools

Cisco

Siemens

Panasonic

Toshiba

VoIP systems (Yeastar, Yealink, 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.