Product Technical Support Engineer (PC & Notebook Hardware)

ASUS; Kuala Lumpur; On-site; MYR 47,000 - 80,000; Full time

Job summary

ASUS is seeking a hands-on Product Technical Support Engineer to provide technical support for ASUS PC and notebook products. You will work with Authorized Service Centres, service partners and internal teams to diagnose issues, perform root cause analysis and communicate clear solutions.

The role requires strong hardware troubleshooting skills, the ability to manage multiple cases within SLA, and effective communication in English.

Qualifications

• Diploma or Bachelor's Degree in a tech field.
• Minimum 2 years in Technical/Product Support or related IT hardware environment.
• Strong PC/notebook hardware knowledge and troubleshooting skills.
• Experience with service centres, RMA/warranty processes is a plus.
• Good written and spoken English; clear communication to various stakeholders.

Responsibilities

• Provide technical support to ASUS Authorized Service Centres and partners via ticketing system within SLA.
• Diagnose and troubleshoot PC/notebook hardware issues; identify faults and corrective actions.
• Conduct root cause analysis for complex issues and coordinate solutions with teams.
• Monitor cases, ensure follow-up, escalation and closure.
• Review repair and product data to identify recurring issues and improvements.
• Prepare technical support and product performance reports.
• Conduct site visits to investigate issues and gather information for solutions.
• Develop technical materials and provide training to service centres, call centres and enterprise customers.
• Collaborate with partners and internal stakeholders to improve service quality.

Skills

Hardware troubleshooting

PC hardware

Windows BIOS/firmware

Education

Diploma or Bachelor's Degree in Computer Engineering / Electrical/Electronic Engineering / Computer Science / Information Technology or related field

Job description

We are looking for a hands‑on Product Technical Support Engineer to provide technical support for ASUS PC and notebook products, working closely with Authorized Service Centres, service partners and internal teams.

This role is suited to someone with strong hardware troubleshooting and problem-solving skills who can independently diagnose technical issues, perform root cause analysis and communicate solutions clearly to both technical and non-technical stakeholders.

Responsibilities

• Provide technical support and solutions to ASUS Authorized Service Centres and service partners through the ticketing system within agreed SLA.
• Diagnose and troubleshoot PC/notebook hardware issues, identify faults and recommend appropriate corrective actions.
• Conduct root cause analysis (RCA) for recurring or complex technical issues and coordinate appropriate solutions with relevant teams.
• Monitor technical cases and ensure timely follow-up, escalation and closure.
• Review repair, return and product performance data to identify recurring technical issues and improvement opportunities.
• Prepare technical support, issue‑tracking and product performance reports.
• Conduct site visits when required to investigate technical issues and gather information for solutions or proposals.
• Develop technical materials and provide product/troubleshooting training to service centres, Call Centre agents and enterprise customers.
• Work closely with service partners and internal stakeholders to resolve technical issues and support service quality improvements.

Requirements

• Diploma or Bachelor's Degree in Computer Engineering, Electrical/Electronic Engineering, Computer Science, Information Technology or a related technical field.
• Minimum 2 years of experience in Technical Support, Product Support, Hardware Troubleshooting, Service Engineering or a related IT hardware environment.
• Strong knowledge of PC/notebook hardware components, architecture and troubleshooting.
• Hands‑on experience diagnosing hardware faults and performing root cause analysis.
• Experience supporting PCs, notebooks, desktops, workstations or related IT hardware products will be an advantage.
• Experience with service centres, repair centres, RMA/warranty processes or technical service partners will be an added advantage.
• Familiarity with Windows, BIOS/UEFI, drivers and firmware troubleshooting.
• Strong analytical, troubleshooting and problem‑solving skills.
• Able to independently manage multiple technical cases and work within SLA timelines.
• Good communication skills with the ability to explain technical issues clearly to different stakeholders.
• Good command of written and spoken English.
• Willing to conduct site visits when required.

What You Will Gain

• Hands‑on exposure to PC and notebook product troubleshooting and technical support.
• Experience in root cause analysis, product quality issues and service operations.
• Opportunities to work closely with service partners, product teams and regional/HQ stakeholders.
• Exposure to technical training, product performance analysis and continuous service improvement.