IT Infrastructure Engineer (Mandarin Speaker)

Lancesoft Malaysia; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

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

The role requires strong troubleshooting skills, good communication, and the ability to work with cross-functional teams to improve products and services. Local travel to client sites may be needed.

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, 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.

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

Problem solving

Communication skills

Troubleshooting

Customer support

Education

Bachelor's degree in Computer Science/IT or related field

Tools

Remote troubleshooting tools

Ticketing systems

Job description

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. The ideal candidate should have strong technical troubleshooting skills and the ability to deliver excellent customer service.

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.

Preferred Skills

• Experience with backup and recovery technologies.
• Familiarity with remote troubleshooting tools and ticketing systems.
• Understanding of disaster recovery and data protection concepts.