Technical Engineer

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

Job summary

IDEMIA Group is seeking a role focused on application performance and availability. The candidate will collaborate with technical teams to ensure services meet client quality standards and SLAs.

The position involves analyzing tickets from support levels 1 and 2, reproducing problems, designing corrective actions, and maintaining thorough documentation. On-site administration and ongoing maintenance are expected as part of the responsibilities.

Responsibilities

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) 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 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 ensures proper communication with customers on progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts standard and complex analysis independently
• Coaches and challenges peers
• Participates in high-level technical meetings with the customer
• Eventually involved in critical issue processing

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 escalates 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 ensures 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
• 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)
• Participates in high-level technical meetings with the customer
• Eventually involved critical issue processing