Technical Support (IT Hardware)

ASUS; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

ASUS in Kuala Lumpur, Malaysia, seeks a capable technical support professional to handle service centre tickets, maintain SLA, prepare reports, and perform root-cause analysis. The role involves site visits, information gathering for solutions, and developing training materials for service staff.

Requirements include a Diploma in Engineering/IT fields with at least two years of relevant experience, strong problem-solving abilities and fluent English communication.

Qualifications

• Diploma required in relevant engineering/IT fields.
• At least two years of working experience in related field.
• Ability to work in fast-paced environment and improve customer satisfaction.
• Strong problem-solving and English communication skills.

Responsibilities

• Complete technical tasks, assignments and provide technical solution to service centre via ticketing system within SLA.
• Track ticket status and ensure no missed SLA.
• Prepare daily and detailed technical support reports.
• Conduct site visits and gather information to assist the technical team.
• Develop training material and deliver courses to service staff.
• Coordinate with Authorized Service Partners to align understanding of issues and impact.

Skills

Problem solving

Customer service

English communication

Fast learner

Initiative

Education

Diploma in Engineering (Computer/Telecommunication)

Diploma in Computer Science/Information Technology

Diploma in Mathematics, Science & Technology

Job description

• Complete technical tasks, assignments and provide technical solution to service centre via ticketing system within SLA.
• Track ticket status and make sure no missing SLA (service level agreement).
• To prepare daily and detailed technical support report.
• Carry out a regular review of product performance / repair / returns data.
• Updating daily and weekly status reports when required to supervisor or manager in a timely manner.
• Capable to perform technical diagnosis fault findings.
• Able to contribute to root cause analysis, rectification process and solutions.
• Able to do site visit and gather information to assist technical team to prepare solution and proposal.
• Develop training material and deliver courses to Authorized Service Centre, Call Centre agent and Enterprise Customer technical staff.
• Close liaison with Authorized Service Partner to ensure consistent understanding of technical issues and communicate the commercial impact to key stakeholder.
• Execute ad-hoc strategic initiative as and when required by management.

Requirements:

• Candidate must possess at least a Diploma in Engineering (Computer/Telecommunication), Computer Science/Information Technology, Mathematics, Science & Technology or equivalent.
• At least two (2) years of working experience in the related field.
• Able to work well in a fast-paced environment, excellent problem solving skills and take initiative in leading change to improve customer satisfaction.
• Fast learner who is pleasant, patient and self-disciplined.
• Good command of spoken and written English.