Technical Support Engineer

Hitachi Sunway Information Systems; Subang Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

A technology solutions company based in Malaysia is seeking a candidate for a technical support position. Responsibilities include providing escalation support for customer inquiries, troubleshooting Windows issues, managing patching activities, and collaborating with internal teams. Ideal candidates should have experience with BigFix, ITSM tools, and basic database administration. This role requires effective multitasking in a rotational shift environment.

Responsibilities

• Provide 1st Level escalation support for customer inquiries.
• Troubleshoot Windows issues and assist in support.
• Manage patching activities and prepare reports.
• Assist in maintaining customer inventory based on requests.
• Collaborate with teams to meet SLA requirements.

Skills

Hands-on experience with BigFix

Proficient in asset inventory collection

Experience in ITSM tools

Basic database administration

Knowledge of backup tools

Operational skills in Linux and Windows

Tools

BigFix

ServiceNow

Linux

Windows

MySQL

MS SQL

Oracle

PostgreSQL

VEEAM

Job description

Responsibilities

• Provide 1st Level escalation and troubleshooting support to customer inquiries regarding product features, specifications, repairs, and entitlements.
• Window Servers Support: Assist and help troubleshoot on Windows issues.
• Assist on Weekly Cadence Window.
• Perform Monthly OS patching window management: planning and scheduling time for patching activity.
• Prepare the patching tracker report.
• Prepare the compliance report for Windows and Linux.
• Perform Monthly Inventory Update: Update the customer inventory based on request.
• Integrated CMDB of ServiceNow with customer’s inventory.
• Quarterly Rack validation: Validate and update the asset physically for customer.
• Quarterly Local user review: Scan and prepare the local user server using BigFix.
• Prepare and maintain accurate documentation, contributing to knowledge management systems.
• Set and manage customer expectations, ensuring timely escalation for complex issues.
• Collaborate with internal teams to meet SLA requirements and proactively reduce recurring problems.
• Able to handle multiple tasks and cases independently with minimal supervision.
• Continuously improve technical and business process knowledge through self-paced learning.
• Ensure quality metrics are met and documentation standards are upheld.
• Work in rotational shifts as required.
• To be on off office hours standby support rotation.

Technical Skills & Tools

• Hands-on experience with using BigFix to manage automated patch management across multiple operating systems (Linux, and Windows), and software distribution and OS deployment.
• Proficient in asset inventory collection and reporting.
• Hands-on experience in ITSM tools; ticketing systems such as Symphony and ServiceNow.
• Hands-on experience in basic database administration (MySQL, MS SQL, Oracle, PostgreSQL).
• Knowledge of backup and restoration tools, especially VEEAM.
• Basic operational skills in Linux environments and Windows Servers.