IT Infrastructure Engineer (Chinese Speaker)

Lancesoft Malaysia; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Lancesoft Malaysia is seeking a System Engineer to provide high-quality support for enterprise backup and recovery solutions. You will troubleshoot issues, manage backup operations, and assist customers with system performance and reliability.

The role involves on-site and remote support, collaboration with engineering teams, and staying current with backup technologies and compliance requirements. A bachelor’s degree and 6 months to 2 years of experience are preferred.

Qualifications

• Bachelor's degree in computer science, Information Technology, or related field.
• 6 months–2 years of experience in technical support or customer support roles.
• Basic knowledge of Windows/Linux operating systems and networking.
• Strong analytical and problem-solving skills.
• Good communication skills and ability to support customers effectively.
• Experience with enterprise support environments is an advantage.

Responsibilities

• Troubleshoot and resolve customer issues related to backup and recovery products both remotely and on-site.
• Diagnose and resolve software, hardware, networking, and application issues using remote support tools.
• Monitor and manage backup operations, disaster recovery processes, and storage utilization to ensure system reliability.
• Document technical procedures, troubleshooting steps, and case resolutions in the support system.
• Perform root cause analysis and escalate software bugs or product improvement requests to engineering teams.
• Participate in labs, simulations, and product beta testing initiatives to support product improvements.
• Provide high-quality support via phone, email, and online forums while maintaining strong customer satisfaction.
• Collaborate with product development and engineering teams for complex technical troubleshooting.
• Stay updated on backup technologies, product updates, and compliance requirements.

Skills

Analytical skills

Communication skills

Education

Bachelor's degree in computer science or IT

Job description

Job Summary

We are looking for a System Engineer to provide high-quality support for enterprise backup and recovery solutions. The role involves troubleshooting technical issues, managing backup operations, and assisting customers with system performance and reliability.

Key Responsibilities

• Troubleshoot and resolve customer issues related to backup and recovery products both remotely and on-site.


• Diagnose and resolve software, hardware, networking, and application issues using remote support tools.


• Monitor and manage backup operations, disaster recovery processes, and storage utilization to ensure system reliability.


• Document technical procedures, troubleshooting steps, and case resolutions in the support system.


• Perform root cause analysis and escalate software bugs or product improvement requests to engineering teams.


• Participate in labs, simulations, and product beta testing initiatives to support product improvements.


• Provide high-quality support via phone, email, and online forums while maintaining strong customer satisfaction.


• Collaborate with product development and engineering teams for complex technical troubleshooting.


• Stay updated on backup technologies, product updates, and compliance requirements.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field.


• 6 months – 2 years of experience in technical support or customer support roles.


• Basic knowledge of Operating Systems (Windows/Linux), Networking, and troubleshooting.


• Strong analytical and problem-solving skills.


• Good communication skills and ability to support customers effectively.


• Experience with enterprise support environments is an advantage.