Technical Support Engineer

STRATEQ GROUP (Strateq Sdn Bhd); Petaling Jaya; Presencial; MYR 33 000 - 61 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Attendance rewards

Hardship allowance

Dental & Optical

H&S Insurance

Life & Personal accident

Medical benefit

13th month bonus

Resumo da oferta

Strateq Group is seeking dedicated Technical Support Executives to join our IT Services team in Malaysia. You will provide 24x7 technical support for Retail Automation Solutions, troubleshoot issues over phone, email, chat, and remote tools, and ensure SLA commitments are met.

Fresh graduates are welcome; training is provided. Fluency in Cantonese and English is required to service customers in Hong Kong, Singapore and Malaysia. Flexible shift rotations and strong teamwork are essential.

Qualificações

• Minimum Diploma/Advanced Diploma/Degree or higher in IT.
• Clear verbal and written communication with customers and stakeholders.
• Adapt to flexible shifts and extended hours.
• Commit to ongoing learning and adhere to SOPs.

Responsabilidades

• Provide 24x7 technical support to end-users for Retail Automation Solutions.
• Troubleshoot issues via phone, email, chat, and remote tools.
• Record incidents and requests in ticketing system and prioritize by urgency.
• Monitor dashboards and escalate per SOP and SLAs.
• Assist with software installation, upgrades, remotely when needed.

Conhecimentos

Technical support

Customer service

Communication

Shift work

Teamwork

Formação académica

Diploma/Advanced Diploma/Degree in IT

Ferramentas

Ticketing system

Remote support tools

Operating systems (Windows, Linux, macOS)

Descrição da oferta de emprego

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

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?

Information Technology Services 101-1,000 employees

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

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.

What can I earn as a Technical Support Engineer