Solution Support Engineer (12 months contract)

FUJIFILM Business Innovation Malaysia Sdn. Bhd.; Petaling Jaya; Remote; MYR 45,000 - 78,000; Full time

Job summary

FUJIFILM Business Innovation Malaysia Sdn. Bhd. is seeking a Technical Support Engineer to provide remote technical assistance to customers. You will own issues, diagnose and resolve system problems, and escalate where necessary while adhering to service targets.

The role requires 3+ years in a related field, IT/CS degree, and relevant certifications. You will handle client-server issues, document solutions, and educate customers on configuration and usage.

Qualifications

• Diploma/degree in IT or CS with relevant certifications encouraged.
• Minimum 3 years in technical support or IT help desk in related field.
• Experience troubleshooting client-server environments and log analysis.
• Familiar with AD/LDAP, DNS, IIS and Windows server administration.

Responsibilities

• Provide remote technical support to customers via phone, email, and remote tools.
• Own customer issues and drive resolution per SLA targets.
• Diagnose, troubleshoot and resolve system issues; escalate as needed.
• Follow standard escalation procedures to internal teams.
• Manage cases proactively and keep customers informed.
• Deliver prompt, accurate feedback and ensure systems are fully functional after troubleshooting.
• Record technical knowledge as notes and manuals; guide customers on usage.

Skills

Customer support

Troubleshooting

Remote support

Documentation

Multitasking

Education

Diploma/Degree in Computer Science/IT

Microsoft / Cisco / Linux certifications

Tools

Event Viewer

Netstat/nslookup/telnet

Active Directory/LDAP/Domain Controller

IIS

Windows Server 2012/2016

SMTP/DNS/SNMP

MySQL

MS SQL

Papercut/Equitrac/YSoft/eCopy

Job description

• 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.

Your application will include the following questions:

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Server and Network Executive?

Want to join a market leader in Business Equipment and Document Management Systems?

FUJIFILM Business Innovation is a leading company in the Document Services & Communications field, offering solutions and services to help customers resolve their business challenges. Underlying our solutions and services are our world-class office multifunction devices (MFD's), printers and production printers that we develop and manufacture for worldwide distribution.

A history of Innovation

In terms of innovation, FUJIFILM Business Innovation is no stranger, especially to the corporate sector. Spending an average of US$1.7 billion every year on research and development, new methods are conceived for creating, editing, copying, printing and transmitting information that is persuasive, useful and necessary for business processes to become more effective and efficient.

Extensive Product Range

With the industry’s broadest selection of hardware, software and services, FUJIFILM Business Innovation has led the way in enabling the sharing of ideas, knowledge and documents through easy conversion of these to an electronic format.

Customer Focus & Service Capability

FUJIFILM Business Innovation does not only sell products but also strives to help its customers to better utilize their knowledge of these products. As such, we take time to understand our customers’ work environment – people, processes and workflow – and then create solutions that uniquely fit their businesses, with the objective of optimizing knowledge sharing. Customer Satisfaction is pivotal to the Company’s business through the introduction of superior products and services that guarantee full satisfaction. FUJIFILM Business Innovation delivers the efficiency that customers have come to recognize and expect.

FUJIFILM Business Innovation is committed to developing 'greener' products that are better for the environment. We are ISO14001 certified.

We always felt a strong sense of pride in giving back to the community. By going back to basics, FUJIFILM Business Innovation Malaysia has constantly been supporting the local and regional community through its various charitable efforts. We find that the best way for us to reach out and assimilate deep into the hearts of all Malaysians is to think globally and act locally.