Technical Engineer

IDEMIA Public Security; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

IDEMIA Public Security is seeking a skilled IT support professional in Malaysia to ensure optimal application performance and availability. The role involves collaborating with technical teams, analyzing tickets, and implementing corrective actions for customer systems.

Responsibilities include on-site administration, system upgrades during post go-live, and maintaining documentation. The position requires proactive problem solving and effective communication with customers and internal teams.

Responsibilities

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 within SLA or internal OLA
• Reproduces and documents customer problems and escalates them to relevant solution or product development teams
• Provides input on product and customer functionality, configuration and usage
• Designs corrective action plans or local workarounds to solve issues within SLA
• Documents ticket resolution and communicates progress to customers
• Maintains support documentation
• Performs on-site administration and preventive maintenance
• Carries out system upgrades at customer premises during post go-live period
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts standard and complex analysis autonomously
• Coaches peers and shares expertise on Support domains
• Participates in high-level technical meetings with customers
• Involves in critical issue processing if required

Job description

Job description:

Purpose This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key Missions

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA


• Reproduces and document customer problems and escape them to relevant solution or product development teams


• Provides input as required on product and customer specific functionality, configuration and usage


• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA


• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress


• Maintains support documentation up to date


• Carries out on-site administration and preventive maintenance activities


• Performs system upgrades at customer premises during post go live period (ramp up/grace period)


• Ensures procedures are correctly implemented


• Maintains IT infrastructure and backend components, including hardware and software


• Conducts standard and complex analysis in autonomy


• Coaches and challenges peer(s)


• Brings expertise on Support domains


• Participates in high-level technical meetings with the customer


• Eventually involved critical issue processing