Technical Support Engineer

The Access Group; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A software solutions provider is seeking a Tier 1 Technical Support professional in Kuala Lumpur. You will be the first point of contact for technical assistance, managing incidents through triage and troubleshooting. The ideal candidate should possess strong communication skills and experience with ticketing tools. Join a dynamic team dedicated to enhancing customer experience and contributing to an inclusive work culture. This role requires 24/7 shift work, promoting a balance between professional and personal life.

Benefits

Competitive salary

25 days leave a year

Health contribution

Charity days

Qualifications

• 1–2 years in customer support or strong internship experience.
• Ability to work 24×7 shifts including weekends.
• Strong empathy towards customers.

Responsibilities

• Serve as the initial contact for incidents and requests.
• Perform first-line troubleshooting.
• Log and prioritize tickets to resolution or escalation.

Skills

Customer support capacity

Experience with ticketing tools

Strong communication skills

Problem solving skills

Tools

ServiceNow

Jira Service Management

Sales Force

Intercom

Job description

Overview

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

About you

As a Tier 1 Technical Support you will be the first point of contact for end users seeking technical assistance. You’ll triage, troubleshoot, and resolve common incidents and service requests across endpoints, accounts, connectivity, and core applications ensuring excellent customer experience and compliance with SLAs in a 24×7 environment.

Day-to-day

Day-to-day, you will:

• Serve as the initial contact via phone, chat, email, and ticketing for incidents and requests.
• Perform first-line troubleshooting.
• Log, categorize, prioritize, and own tickets to resolution or proper escalation.
• Follow standard operating procedures (SOPs), knowledge base (KB) articles, and scripts to ensure consistent outcomes.
• Communicate clear status updates, ETAs, and next steps; confirm resolution with the user.
• Escalate P1/P2 issues promptly to Tier 2/3 according to incident severity matrix.
• Contribute to updates, flag recurring issues, and suggest improvements.
• Maintain accurate ticket documentation (troubleshooting steps, root cause notes, resolution).
• Support service requests (software installs, access provisioning).
• Adhere to SLAs/OLAs, security & data handling policies, and change/incident management practices.
• Participate in onboarding assistance for new users and basic training sessions as needed.

Your skills and experiences might also include

• 1–2 years in a or customer support capacity (or strong internship/graduate experience).
• Experience with a ticketing tool (e.g., ServiceNow, Jira Service Management, Sales Force, Itercom).
• Strong communication, customer empathy, and problem solving skills.
• Ability to work 24×7 shifts on a rotating basis, including weekends and public holidays as scheduled.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?

Let’s make a difference together.

Love Work. Love Life. Be You.