IT Support Engineer

Future D; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading tech company in Kuala Lumpur is seeking individuals for a technical support role. Candidates should hold a diploma or degree in an IT-related field and possess strong customer management skills. Responsibilities include providing technical support, managing incidents, and contributing to documentation efforts. A good understanding of virtualization technologies, storage systems, and networking protocols is crucial. The position requires independent work, troubleshooting skills, and effective communication with customers.

Qualifications

• Strong communication skills to articulate technical solutions.
• Ability to work independently and manage projects effectively.
• Proven skills in troubleshooting and presenting technical information.

Responsibilities

• Provide technical support remotely or on-site to customers.
• Work with internal teams to resolve issues effectively.
• Participate in on-call rotation for after-hours support.
• Update ticketing system with incident statuses in a timely manner.
• Contribute to documentation and knowledge bases.
• Conduct User Acceptance Testing (UAT) with customers.

Skills

Technical support

Customer management

Troubleshooting

Problem-solving

Collaboration

Education

Diploma or Degree in an IT-related field

Tools

Virtualization technologies

Storage systems

Networking technologies

Job description

Responsibilities

• Providing technical support remotely or on-site, assisting customers with issues or inquiries.
• Working closely with internal teams or the principal support team to ensure issues are resolved effectively.
• Participating in an on-call rotation to support after-hours issues, ensuring compliance with customer SLAs.
• Updating the ticketing system with the status of incidents, requests, and projects in a timely manner.
• Contributing to documentation efforts to maintain records, project documentation and knowledge bases for troubleshooting and support.
• Conduct project or implementation User Acceptance Testing (UAT) and commissioning with customers.

Required Education and Experience

• Diploma or Degree in an IT-related field.
• Strong communication and customer management skills, with the ability to effectively articulate technical solutions and remedial action plans through both oral and written communication.
• Ability to work independently with minimal supervision, lead troubleshooting efforts, and manage projects effectively.
• Proven skills in troubleshooting, problem‑solving, and presenting technical information.
• Demonstrated ability to collaborate with others and maintain a positive team attitude.

Technical Skills

• Strong understanding or experience in managing servers and virtualization technologies.
• Knowledge or experience with storage systems and backup solutions to maintain data integrity and availability.
• Familiarity with networking technologies, protocols, and infrastructure.