Support Engineer(Remote/POS)

Oneness M&C Pte Ltd; Perak; Remote; MYR 28,000 - 50,000; Full time

Job summary

Oneness M&C Pte Ltd in Malaysia is seeking an IT Support Specialist to provide remote technical support for POS systems. You will troubleshoot system issues, assist customers via WhatsApp, phone, and remote tools, and help with configuration, setup, training and onboarding.

Log, investigate and follow up on customer issues, escalate complex cases to Product or Development when needed, monitor open tickets, and gather feedback to improve the product and support processes.

Qualifications

• 1–3 years of IT Support or related IT role experience.
• Strong troubleshooting and independent problem-solving.
• Customer-oriented with good communication and responsibility.
• Familiar with remote support tools and basic networking troubleshooting.
• Experience with POS systems, F&B, retail or payment solutions is a plus.

Responsibilities

• Provide remote technical support and troubleshooting for POS-related issues.
• Assist customers via WhatsApp, phone calls and remote support tools to resolve system and technical issues.
• Support customers with POS system configuration, setup, training and onboarding.
• Log, investigate and follow up on customer issues, escalating complex cases to the Product or Development team when required.
• Monitor open cases and ensure timely follow-up and resolution, keeping customers informed throughout the process.
• Identify recurring issues and gather customer feedback to support improvements to the product and technical support processes.

Skills

Troubleshooting

Customer service

Communication skills

Remote support tools

Networking basics

POS systems experience

Tools

Remote support tools

Job description

• Provide remote technical support and troubleshooting for POS-related issues.
• Assist customers via WhatsApp, phone calls and remote support tools to resolve system and technical issues.
• Support customers with POS system configuration, setup, training and onboarding.
• Log, investigate and follow up on customer issues, escalating complex cases to the Product or Development team when required.
• Monitor open cases and ensure timely follow-up and resolution, keeping customers informed throughout the process.
• Identify recurring issues and gather customer feedback to support improvements to the product and technical support processes.

Requirements

• 1–3 years of experience in IT Support, Technical Support, POS Support, System Implementation or a related IT role.
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues independently.
• Customer-oriented with good communication skills and a strong sense of responsibility.
• Familiar with remote support tools and basic computer and networking troubleshooting.
• Experience with POS systems, F&B, retail or payment solutions will be an advantage.