Technical Support (IT Hardware)

ASUSTek Computer Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

ASUSTek Computer Malaysia Sdn Bhd is looking for a hands-on Technical Support specialist to provide technical support for ASUS PC and notebook products, collaborating with Authorized Service Centres, service partners and internal teams.

The role emphasizes hardware troubleshooting, independent diagnosis, root cause analysis and clear communication of solutions to both technical and non-technical stakeholders.

Qualifications

• Diploma or Bachelor's Degree in a technical field.
• Minimum 2 years in Technical Support or IT hardware.
• Strong knowledge of PC/notebook hardware components.
• Experience with Windows, BIOS/UEFI, drivers.

Responsibilities

• Provide technical support and solutions to ASUS service centres and partners via tickets.
• Diagnose and troubleshoot PC/notebook hardware issues and identify faults.
• Conduct root cause analysis for recurring issues and coordinate resolutions.
• Monitor cases, ensure timely follow-up, escalation and closure.
• Prepare technical reports and gather information for solutions.
• Conduct site visits to investigate issues and gather data.

Skills

Hardware troubleshooting

PC hardware

Troubleshooting

Education

Bachelor's/Diploma in IT field

Job description

We are looking for a hands-on Technical Support to provide technical support for ASUS PC and notebook products, working closely with Authorized Service Centres, service partners and internal teams.

This role is suited to someone with strong hardware troubleshooting and problem-solving skills who can independently diagnose technical issues, perform root cause analysis and communicate solutions clearly to both technical and non-technical stakeholders.

Responsibilities

Provide technical support and solutions to ASUS Authorized Service Centres and service partners through the ticketing system within agreed SLA.

Diagnose and troubleshoot PC/notebook hardware issues, identify faults and recommend appropriate corrective actions.

Conduct root cause analysis (RCA) for recurring or complex technical issues and coordinate appropriate solutions with relevant teams.

Monitor technical cases and ensure timely follow-up, escalation and closure.

Review repair, return and product performance data to identify recurring technical issues and improvement opportunities.

Prepare technical support, issue-tracking and product performance reports.

Conduct site visits when required to investigate technical issues and gather information for solutions or proposals.

Develop technical materials and provide product/troubleshooting training to service centres, Call Centre agents and enterprise customers.

Work closely with service partners and internal stakeholders to resolve technical issues and support service quality improvements.

Requirements

Diploma or Bachelor's Degree in Computer Engineering, Electrical/Electronic Engineering, Computer Science, Information Technology or a related technical field.

Minimum 2 years of experience in Technical Support, Product Support, Hardware Troubleshooting, Service Engineering or a related IT hardware environment.

Strong knowledge of PC/notebook hardware components, architecture and troubleshooting.

Hands-on experience diagnosing hardware faults and performing root cause analysis.

Experience supporting PCs, notebooks, desktops, workstations or related IT hardware products will be an advantage.

Experience with service centres, repair centres, RMA/warranty processes or technical service partners will be an added advantage.

Familiarity with Windows, BIOS/UEFI, drivers and firmware troubleshooting.

Strong analytical, troubleshooting and problem-solving skills.

Able to independently manage multiple technical cases and work within SLA timelines.

Good communication skills with the ability to explain technical issues clearly to different stakeholders.

Good command of written and spoken English.

Willing to conduct site visits when required.

ASUS is a global technology leader that provides the world’s most innovative and intuitive devices, components, and solutions to deliver incredible experiences that enhance the lives of people everywhere. With its team of 5,000 in‑house R&D experts, the company is world‑renowned for continuously reimagining today’s technologies. Consistently ranked as one of Fortune’s World’s Most Admired Companies, ASUS is also committed to sustaining an incredible future. The goal is to create a net zero enterprise that helps drive the shift towards a circular economy, with a responsible supply chain creating shared value for every one of us.

ASUS is a global technology leader that provides the world’s most innovative and intuitive devices, components, and solutions to deliver incredible experiences that enhance the lives of people everywhere. With its team of 5,000 in‑house R&D experts, the company is world‑renowned for continuously reimagining today’s technologies. Consistently ranked as one of Fortune’s World’s Most Admired Companies, ASUS is also committed to sustaining an incredible future. The goal is to create a net zero enterprise that helps drive the shift towards a circular economy, with a responsible supply chain creating shared value for every one of us.

What can I earn as a Technical Support Role