Solution Support Engineer

FUJIFILM Business Innovation Taiwan; Kuala Selangor; On-site; MYR 56,000 - 89,000; Full time

Job summary

FUJIFILM Business Innovation Taiwan is seeking an experienced Technical Support Engineer to provide remote support for products and services in Malaysia. You will take ownership of customer issues, diagnose and resolve system problems, and escalate where needed.

The role requires strong troubleshooting skills, familiarity with server environments, and the ability to manage multiple cases while delivering timely feedback to customers and documenting knowledge for future reference.

Qualifications

• At least 3 years’ experience in relevant industry.
• Diploma/Degree in Computer Science/IT
• Additional certification in Microsoft, Cisco or Linux or similar is added advantage
• Minimum of 3 years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk
• Able to troubleshoot client-server environment using event viewer and other log reading tools
• Understand the network related commands, eg: netstat, nslookup, telnet
• Understand Active Directory, LDAP, Domain Controller and able to troubleshoot related issues
• Understand IIS (web services) and able to troubleshoot the related issues.
• Familiar and hands on with role instalment in windows server 2012/2016
• Understand SMTP, DNS, SNMP functions in server environment
• Experience in managing MySQL or MS SQL Databases will be added advantage
• Experience with Papercut, Equitrac, YSoft, eCopy, etc. will be an added advantage.

Responsibilities

• Provide remote technical support to customers via telephone, e-mail, remote desktop sharing tool and other appropriate means for products & services.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively
• Provide prompt and accurate feedback to customers
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Deliver the best customer experience by adhering to the Company policies and procedures.
• Educate and guide customers on application problems, how to use and how to configure them.

Skills

Customer support

Troubleshooting

Technical knowledge

Communication skills

Education

Diploma/ Degree in Computer Science/IT

Tools

Windows Server 2012/2016

Active Directory

MS SQL

MySQL

IIS

Job description

Job Responsibilities

• Provide remote technical support to customers via telephone, e-mail, remote desktop sharing tool and other appropriate means for products & services.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively
• Provide prompt and accurate feedback to customers
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Deliver the best customer experience by adhering to the Company policies and procedures.
• Educate and guide customers on application problems, how to use and how to configure them.

Qualifications & Requirements

• At least 3 years’ experience in relevant industry.
• Diploma/Degree in Computer Science/IT
• Additional certification in Microsoft, Cisco or Linux or similar is added advantage
• Minimum of 3 years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk
• Able to troubleshoot client-server environment using event viewer and other log reading tools
• Understand the network related commands, eg: netstat, nslookup, telnet
• Understand Active Directory, LDAP, Domain Controller and able to troubleshoot related issues
• Understand IIS (web services) and able to troubleshoot the related issues.
• Familiar and hands on with role instalment in windows server 2012/2016
• Understand SMTP, DNS, SNMP functions in server environment
• Experience in managing MySQL or MS SQL Databases will be added advantage
• Experience with Papercut, Equitrac, YSoft, eCopy, etc. will be an added advantage.