Technical Support Engineer

Digital Labs Sdn Bhd; Petaling Jaya; On-site; MYR 50,000 - 84,000; Full time

Job summary

Digital Labs Sdn Bhd in Malaysia is seeking a Technical Support Engineer to provide Level 1 support for IT endpoint devices, including laptops, monitors, and peripherals. You will diagnose hardware issues, coordinate warranty checks and RMAs, and work with vendors and internal teams to resolve cases within SLA.

You will handle inquiries by phone and email, troubleshoot PC hardware and software problems, and maintain detailed records of findings and resolutions.

Qualifications

• Diploma in IT, Computer Engineering, or related field.
• Minimum 3 years in IT Service Center, technical helpdesk, endpoint support, hardware support, or device repair.
• Hands-on experience troubleshooting PCs, laptops, notebooks, and peripherals.
• Good knowledge of Windows, PC hardware, peripherals, and common endpoint issues.
• Experience with hardware warranty, RMA, repair, and parts replacement processes.
• Experience supporting multiple hardware brands is an advantage.
• Familiarity with BMC, Microsoft Dynamics/Navision, and vendor support portals is preferred.
• Strong troubleshooting, problem-solving, communication, and customer service skills.
• Good written and spoken English.
• Able to manage multiple cases, priorities work, and meet SLA requirements.

Responsibilities

• Provide Level 1 IT support via phone, email and approved support channels.
• Troubleshoot and diagnose laptops, monitors, peripherals, and common hardware/software issues.
• Coordinate warranty checks, RMA, repairs, parts replacement, and service requests with vendors and authorized service providers.
• Manage and update service tickets using BMC or similar service management platforms.
• Maintain accurate records of troubleshooting, technical findings, vendor communication, and resolution.
• Follow up on pending cases and coordinate with customers, vendors, engineers, and internal teams through closure.
• Handle customer enquiries and escalations professionally while managing expectations and providing timely updates.
• Work according to applicable SLAs, support contracts, Service Center procedures, and customer requirements.

Skills

Troubleshooting

Customer service

Communication

English

Education

Diploma in IT or related field

Tools

BMC

Microsoft Dynamics/Navision

Job description

We are seeking a Technical Support Engineer to provide technical support for IT endpoint devices, including laptops, monitors, and peripherals. The role involves hardware diagnosis, warranty support, parts coordination, vendor management, ticket administration, and customer service. The engineer will work with internal technical teams, vendors, and authorised service providers to ensure timely resolution within agreed SLAs.

Key Responsibilities

• Provide Level 1 technical support via phone, email, and approved support channels.
• Troubleshoot and diagnose laptops, monitors, peripherals, and common hardware/software issues.
• Support Lenovo, ASUS, Fujitsu, Dell, HP, Apple, and Logitech products.
• Coordinate warranty checks, RMA, repairs, parts replacement, and service requests with vendors and authorized service providers.
• Manage parts and equipment movement, including dispatch, return, and tracking.
• Use vendor portals for warranty verification, technical cases, parts ordering, and repair coordination.
• Manage and update service tickets using BMC or similar service management platforms.
• Maintain accurate records of troubleshooting, technical findings, vendor communication, and resolution.
• Follow up on pending cases and coordinate with customers, vendors, engineers, and internal teams through closure.
• Handle customer enquiries and escalations professionally while managing expectations and providing timely updates.
• Work according to applicable SLAs, support contracts, Service Center procedures, and customer requirements.
• Support shift handovers, reporting, and other IT Service Center duties as required.

Qualifications & Experience

• Diploma in IT, Computer Engineering, or a related field.
• Minimum 3 years' experience in IT Service Center, technical helpdesk, endpoint support, hardware support, or device repair.
• Hands-on experience troubleshooting PCs, laptops, notebooks, and peripherals.
• Good knowledge of Windows, PC hardware, peripherals, and common endpoint issues.
• Experience with hardware warranty, RMA, repair, and parts replacement processes.
• Experience supporting multiple hardware brands is an advantage.
• Familiarity with BMC, Microsoft Dynamics/Navision, and vendor support portals is preferred.
• Strong troubleshooting, problem-solving, communication, and customer service skills.
• Good written and spoken English.
• Able to manage multiple cases, priorities work, and meet SLA requirements.
• Reliable, accountable, customer-focused, and able to work effectively with internal teams and external vendors.
• Able to work under pressure and adapt to new technologies and support processes.