Seat Engineers (Technical Support Agents) – Malaysia .

Axiom Technologies; Malaysia; Sur place; MYR 48 000 - 60 000; Plein temps

Résumé du poste

A leading IT services provider in Malaysia seeks a Seat Engineer to provide first-level IT hardware support. This role involves assisting clients with technical queries, troubleshooting issues, and managing support tickets. Strong communication, problem-solving, and coordination skills are essential for ensuring customer satisfaction. The position requires a minimum of 2 years of experience in IT hardware support and knowledge of various server systems. Interested candidates should send their resumes to the provided application emails.

Qualifications

• Minimum 2 years in IT hardware support.
• Good communication skills.

Responsabilités

• Respond to customer technical queries related to IT hardware.
• Provide initial troubleshooting and diagnosis for reported issues.
• Ensure prompt and professional communication with customers.
• Log and maintain support tickets in the ticketing system.
• Accurately document issue details, troubleshooting steps, and resolutions.
• Dispatch service work orders to field engineers when required.
• Identify complex or critical issues and escalate to higher-level support teams.
• Coordinate with headquarters (HQ) technical teams for advanced troubleshooting.
• Track service requests and monitor progress until final resolution.
• Ensure updates are communicated to customers and internal teams.

Connaissances

Communication

Problem-solving

Coordination

Formation

Computer Science

Networking

Electronics

Communication Engineering

Related technical field

Outils

HPE servers

Dell servers

Lenovo servers

Storage systems

Description du poste

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/on‑call assistance to end‑users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Job Summary:

We are seeking a Seat Engineer to provide first‑level technical support for IT hardware issues and ensure efficient handling of customer service requests. The role involves responding to customer queries, troubleshooting hardware problems, managing support tickets, and coordinating with internal teams and field engineers to resolve issues.

Strong communication, problem‑solving, and coordination skills are essential to ensure smooth service delivery and a high level of customer satisfaction.

Key Responsibilities:

• Respond to customer technical queries related to IT hardware.
• Provide initial troubleshooting and diagnosis for reported issues.
• Ensure prompt and professional communication with customers.
• Log and maintain support tickets in the ticketing system.
• Accurately document issue details, troubleshooting steps, and resolutions.
• Dispatch service work orders to field engineers when required.
• Identify complex or critical issues and escalate to higher‑level support teams.
• Coordinate with headquarters (HQ) technical teams for advanced troubleshooting.
• Work closely with field engineers and technical teams.
• Track service requests and monitor progress until final resolution.
• Ensure updates are communicated to customers and internal teams.

Contribute feedback to improve support processes and documentation.

Identify and report gaps in:

• Technical documentation
• Operational policies and procedures

Experience Required

• Minimum 2 years in IT hardware support
• Good communication skills

Technical Knowledge

• HPE servers
• Dell servers
• Lenovo servers
• Storage systems

Education

• Computer Science
• Networking
• Electronics
• Communication Engineering
• Or any related technical field

Language Known

• 🇩🇪 German Support Engineers
  • German – Native level
  • English – Fluent
  • Chinese communication is a plus
• 🇯🇵 Japanese Support Engineers
  • Japanese – Fluent
  • Must know Japanese honorific communication
  • English – reading/writing
  • Chinese is a plus
• 🇰🇷 Korean Support Engineers
  • Korean – Fluent
  • Must know formal Korean communication
  • English – reading/writing
  • Chinese is a plus

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to [e-mail] and [e-mail].