Technical Support Engineer

STRATEQ GROUP (Strateq Sdn Bhd); Petaling Jaya; Hybrid; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Attendance rewards

Hardship allowance

Dental & Optical

H&S Insurance

Life & Personal accident insurance

Clinic medical

13th-month salary

Job summary

STRATEQ GROUP seeks Technical Support Executives to provide 24x7 support for end-users across Retail Automation solutions. You will handle incidents via phone, email, chat, and ticketing systems, resolving issues with a focus on meeting SLA targets.

Fresh graduates are encouraged to apply. Training is provided, with shift rotations and opportunities to grow within a dynamic tech environment across Malaysia, Singapore and Hong Kong.

Qualifications

• Minimum Diploma/Advanced Diploma/Degree or higher in IT.
• Communicate clearly and effectively with customers, reporting officers, and other stakeholders.
• Adapt to flexible shifts and extended hours as required.
• Commit to ongoing learning and comply with SOP.
• Proficiency with operating systems (Windows, Linux, macOS).
• Familiarity with helpdesk/ticketing systems for incident tracking.

Responsibilities

• Provide 24x7 technical support and assistance for end-users in Retail Automation Solution.
• Troubleshoot and resolve issues via phone, email, chat, and remote tools.
• Record incidents in ticketing system and prioritize by urgency/impact.
• Monitor dashboards and escalate per SOP or account procedures.
• Assist with software installation, updates, remotely when needed.
• Ensure activities comply with SLAs and response times.
• Other duties as instructed by reporting officer or HOD.

Skills

IT knowledge

Customer service

Technical support

SLA

Education

Diploma/Advanced Diploma/Degree in IT

Tools

Ticketing system

Remote support tools

Windows

Linux/macOS

Job description

Are you ready to launch your career in the dynamic field of IT technical support/service desk? Strateq Group is looking for dedicated and enthusiastic individuals to join our team as Technical Support Executives. If you're passionate about technology, eager to learn, and committed to providing excellent customer service, this could be the perfect opportunity for you.

Key Responsibilities

Provide 24*7 technical support and assistance to end-users at any hour of the day or night, ensuring their issues within the Retail Automation Solution (Hardware, Software, Network and reporting-related issues) are addressed and rectified promptly.

Troubleshoot and resolve customer's problems within the Retail Automation Solution through phone, email, chat within the company's ticketing system, and remote assistance tools.

Answer the call and record detailed information about reported incidents or service requests in the company's ticketing system. Manage these incoming requests and prioritize them based on urgency and impact.

Proactively monitor all crucial dashboards for alerts and elevate them to the relevant parties by following established escalation procedures, or if required, initiate responses according to established Standard Operating Procedures (SOP) of the respective account.

Assist with software installation, update, or upgrade remotely whenever necessary.

Ensure that all support activities are in line with SLAs and response time commitments.

Any other duties as instructed by the Reporting Officer or HOD.

Requirements

Minimum Diploma/Advanced Diploma/Degree or higher in any IT-related field.

Communicate clearly and effectively, both verbally and in writing, with customers, reporting officers, other authorized third parties, stakeholders, etc.

Adapt to flexible shifts (Shift rotation), work extended hours, and adjust to changing work schedules due to operational requirements or emergencies.

Must possess a good teamwork spirit, positive attitude, good discipline, commit to ongoing learning and development to stay current in the field, and fully comply with the SOP set by the company and management.

Proficiency or familiarity with operating system (Windows, Linux, macOS) setup, diagnosis, and basic user operations.

Familiarity with helpdesk or ticketing systems for incident tracking and management.

Familiarity with diagnosing and rectifying IT-related issues remotely.

Required language(s)

Proficiency in Cantonese & English is required as this role primarily supports customers based in Hong Kong, Singapore and Malaysia.

Entitlements

Attendance Performance Rewards allowance.

Hardship allowance if required to work extended hours.

Dental & Optical benefit.

Hospitalization & Surgical (H&S) Insurance.

Term Life & Personal accident insurance coverage.

Clinic Medical Benefit.

Entitled for the 13-month’s salary (Contractual Bonus)

Additional information

FRESH GRADUATES are also encouraged to apply. Training is provided.

Your application will include the following questions

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Technical Support Engineer?
• Which of the following types of qualifications do you have?
• Are you available for shift work?

STRATEQ is a leading Technology Enabler providing empowering solutions through smart partnerships. Combining unparallel domain expertise and comprehensive experience for a broad scope of industries, Strateq focuses on helping its clients to maximize the potential of their IT investment.

As an internationally recognized technology provider, Strateq’s business engagement ranges from developing customized ICT solutions in the areas of manufacturing, financial accounting systems, integrated hospitals information systems, Networking, IT infrastructure, Data Centre & Business Continuity Services to Oil & Gas industries and many more.

STRATEQ is a leading Technology Enabler providing empowering solutions through smart partnerships. Combining unparallel domain expertise and comprehensive experience for a broad scope of industries, Strateq focuses on helping its clients to maximize the potential of their IT investment.

As an internationally recognized technology provider, Strateq’s business engagement ranges from developing customized ICT solutions in the areas of manufacturing, financial accounting systems, integrated hospitals information systems, Networking, IT infrastructure, Data Centre & Business Continuity Services to Oil & Gas industries and many more.

Perks and benefits Medical Miscellaneous allowance Dental Game Room, Sports Club, Contractual Bonus, Term Li

What can I earn as a Technical Support Engineer