Support Engineer I

Hps Worldwide; Malaysia; Remote; MYR 40,000 - 60,000; Full time

Job summary

Hps Worldwide is seeking a Support Engineer I in Malaysia to enhance customer satisfaction by effectively resolving incidents and anomalies. The role involves contributing to incident management, participating in troubleshooting efforts, and ensuring compliance with Service Level Agreements.

The ideal candidate has a degree in Computer Science or Software Engineering, basic troubleshooting knowledge, and strong analytical skills. This position offers a team-oriented environment with a focus on improving service quality.

Qualifications

• Degree in Computer Science, Software Engineering, or a related field.
• First experience or internship in technical support or application support is an advantage.
• Basic knowledge of software troubleshooting and incident management.

Responsibilities

• Contribute to the resolution of incidents and anomalies.
• Participate in the investigation and analysis of reported incidents.
• Assist in the resolution of technical issues affecting HPS solutions.

Skills

Analytical skills

Problem-solving skills

Customer-oriented mindset

Teamwork

Education

Degree in Computer Science or Software Engineering

Job description

Job Mission

Within the framework of the HPS solutions maintenance policy, the Support Engineer I contributes to the resolution of incidents and anomalies in order to ensure high levels of customer satisfaction, while strictly respecting the contractual Service Level Agreements (SLAs).

Key Responsibilities

• Incident and Issue Management
• Participate in the investigation and analysis of reported incidents and anomalies.
• Contribute to identifying appropriate corrective actions based on the nature of the incident.
• Assist in the resolution of technical issues affecting HPS solutions.
• Participate in unit testing activities related to implemented fixes.
• Contribute to the preparation and updating of technical documentation related to implemented changes.
• Compliance with Service Commitments
• Ensure that activities are performed in accordance with agreed timelines and quality standards.
• Ensure compliance with internal procedures and standards related to support activities.
• Contribute to improving team performance indicators to enhance service quality and the company’s image.
• Ensure compliance with HPS development and maintenance standards when implementing fixes or changes.
• Suggest improvements to maintenance procedures and operational practices.

Profile & Skills

• Degree in Computer Science, Software Engineering, or a related field.
• First experience or internship in technical support or application support is an advantage.
• Basic knowledge of software troubleshooting and incident management.
• Strong analytical and problem-solving skills.
• Ability to work in a team environment and communicate effectively.
• Customer-oriented mindset.