Technical Support Executive

Safeguards Group; Selangor; On-site; MYR 56,000 - 89,000; Full time

Job summary

Safeguards Group in Malaysia is seeking a Technical Support Executive to manage all reported Bad Actor devices through EJ analysis, prepare best-practice reports, propose technical resolutions, provide remote support and coordinate with device vendors on complex issues.

You will collaborate with internal teams (Technical Support, Repair Centre, Spare-part Store, Field Operations) and external clients and vendors.

Qualifications

• Bachelor degree in electronics, mechatronics, computer, IT, or related field.
• 2–5 years of experience in technical IT, mechatronics, or self-service banking terminals maintenance.
• Willing to work shifts (8am–8pm), weekends and public holidays.
• Good customer handling skills and experience dealing with difficult customers.

Responsibilities

• Analyze EJ of Bad Actor device and propose best solution; assign Senior Engineers for remediation.
• Identify root cause and create resolution plan in EJ analysis report.
• Investigate suspected parts quality issues with repair centre/vendor; provide findings.
• Manage customer dispute cases; copy EJ files, review EJ, prepare reports for customers.
• Copy EJ files at banks or obtain EJ files as required.
• Provide remote support to field engineers.
• Assist on projects requested by management.

Skills

Customer handling

Complaint handling

Shift work

Multitasking

English language

Independent work

Education

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

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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.