Technical Support Executive

Safeguards Secure Solution Sdn Bhd; Petaling Jaya; On-site; MYR 60,000 - 96,000; Full time

Job summary

Safeguards Corporation Sdn Bhd is seeking a Technical Support Executive to manage reported Bad Actor devices, perform EJ analysis, and provide timely remote support. You will coordinate with internal teams and external vendors to identify effective resolutions and deliver clear reports.

The ideal candidate has a Bachelor in Electronics/Mechatronics/Computer Engineering or IT, 2–5 years in technical fields, and strong English. Shift work, weekends, and holidays are required to support operations.

Qualifications

• Possess at least a Bachelor in Electronics Engineering / Mechatronics Engineering / Computer Engineering / Information Technology or in any related field.
• At least 2 to 5 years of working experience in IT, mechatronics or self-service banking terminals maintenance.
• Able to work on shift hours (8am–8pm), weekends and public holidays.
• Good customer handling skills and complaint/difficult customer handling experience.
• Pleasant personality, proactive, good stress tolerance and multitasking ability.

Responsibilities

• Analyze EJ of Bad Actor devices, propose best solutions and assign Senior Engineers for remediation.
• Identify root cause and resolution plan in EJ analysis reports.
• Investigate suspected parts quality issues with repair centre/vendor and provide findings.
• Handle customer disputes, copy RAS files, review EJ, compare recon tables, and prepare reports for customers.
• Copy EJ files at banks or request EJ files from banks when required.
• Provide remote support to field engineers as needed.
• Assist on any management-directed projects.

Skills

Customer handling

English communication

Education

Bachelor in Electronics Engineering / Mechatronics Engineering / Computer Engineering / Information Technology

Job description

A Technical Support Executive’s role is to manage all reported Bad Actor devices through EJ analysis, provide reports, propose best possible technical resolution, remote support and communicate with device vendors on complicated issues.

Working Relationships:

Internal: Technical Support , Repair Centre, Spare-part Store, and Field Operations

External: Clients (Retailers and Bankers), and vendors

Key Accountabilities:

Analyzing EJ of Bad actor device, propose possible best solution and assign Senior Engineers to perform remedial tasks.

Identify root cause and resolution plan for bad actor device in EJ analysis report.

To investigate suspected parts quality issues with the repair centre/vendor and provide finding reports and resolution.

Responsible in customer’s dispute cases, including assigning engineers to copy RAS files and Note Serial logged, review EJ, compare recon tables, work with Software team and prepare reports for submitted to customer.

Copy EJ files at the Banks or request EJ files from the Banks whenever required.

Provide remote support to field engineers whenever required.

Assist on any project required by management.

Formal Education:

Possess at least a Bachelor in Electronics Engineering / Mechatronics Engineering / Computer Engineering / Information Technology or in any field related to the above role.

Experience:

At least 2 to 5 year(s) of working experience in the technical fields (IT, mechatronics or self-service banking terminals maintenance).

Personal Qualities:

Able to work on shift hours (between 8am to 8pm), weekends and public holidays

Good customer handling skills and complaint/difficult customer handling experience.

Pleasant personality, proactive, good stress tolerance and ability to multitask.

Possess an excellent spoken and written English with high initiatives and positive attitude.

Pleasant attitude and personality and able to work independently with minimum supervision.

Safeguards Corporation Sdn Bhd, is an investment holding company and operates in various industries such as security solutions, education, logistics, FMCG, records archiving, oil & gas, information technology and fleet maintenance In Malaysia and overseas.

Recognising that market leadership is not a legacy but a state of development in continuous, Safeguards strikes to reinvent itself as a strategic goal in constantly setting higher benchmark for itself and the industry.

Safeguards is a privately held company and employs over 4,000 personnel in 7 countries across Asia.

A Parent Company for:

Safeguards G4S Sdn Bhd

Safeguards Oceanic Holdings Sdn Bhd and subsidiaries

Safeguards Records Management Sdn Bhd

Saito College Sdn Bhd

Safworks Sdn Bhd

MPA International (Cambodia)

SG Safeguards Service Co. Ltd (Vietnam)

Lanka Safeguard Pvt Ltd (Sri Lanka)

An associate Company with:

REX Industry Berhad and subsidiaries

MPA Info Solutions Sdn Bhd (Group HR Shared Services)

Safeguards Corporation Sdn Bhd, is an investment holding company and operates in various industries such as security solutions, education, logistics, FMCG, records archiving, oil & gas, information technology and fleet maintenance In Malaysia and overseas.

Recognising that market leadership is not a legacy but a state of development in continuous, Safeguards strikes to reinvent itself as a strategic goal in constantly setting higher benchmark for itself and the industry.

Safeguards is a privately held company and employs over 4,000 personnel in 7 countries across Asia.

A Parent Company for:

Safeguards G4S Sdn Bhd

Safeguards Oceanic Holdings Sdn Bhd and subsidiaries

Safeguards Records Management Sdn Bhd

Saito College Sdn Bhd

Safworks Sdn Bhd

MPA International (Cambodia)

SG Safeguards Service Co. Ltd (Vietnam)

Lanka Safeguard Pvt Ltd (Sri Lanka)

An associate Company with:

REX Industry Berhad and subsidiaries

MPA Info Solutions Sdn Bhd (Group HR Shared Services)